O2 Pay As You Go WARNING

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fausto copy
Posts: 2537
Joined: 14 Dec 2008, 6:51pm
Location: Pembrokeshire

Re: O2 Pay As You Go WARNING

Postby fausto copy » 14 Feb 2020, 2:58pm

I've just had an email from a representative of O2 / Telefonica apologising for the fact that I haven't been notified of any changes to terms and conditions within my contract.
She's researched my (and mercalias) queries and felt that our complaints should be upheld.
(I was hoping for a small sum as recompense :wink: ).

However, she has stated that making a chargeable call, sending a text or topping up all have equal value if done within a six month period, to keeping the account open. Sadly, they cannot / won't notify the customer if the six month period is due and suggests to make a note, possibly within the calendar section of the mobile phone (so something else to possibly learn about by this old duffer :roll: ).

All seems pretty reasonable from my perspective,
fausto.

mercalia
Posts: 12794
Joined: 22 Sep 2013, 10:03pm
Location: london South

Re: O2 Pay As You Go WARNING

Postby mercalia » 14 Feb 2020, 3:19pm

fausto copy wrote:I've just had an email from a representative of O2 / Telefonica apologising for the fact that I haven't been notified of any changes to terms and conditions within my contract.
She's researched my (and mercalias) queries and felt that our complaints should be upheld.
(I was hoping for a small sum as recompense :wink: ).

However, she has stated that making a chargeable call, sending a text or topping up all have equal value if done within a six month period, to keeping the account open. Sadly, they cannot / won't notify the customer if the six month period is due and suggests to make a note, possibly within the calendar section of the mobile phone (so something else to possibly learn about by this old duffer :roll: ).

All seems pretty reasonable from my perspective,
fausto.


Not sure if you were being told that the conditons for losing an account have changed ( that web site about toping up)

I havent heard any thing yet from my phone call with the ceo-office ( I was asked to phone them) I dont think their repsonse to you has dealt with what the web site says, unless they are admitting the website is mistaken? ( clearly says topup or be cut off) and in mycase why my account was cut off, even though I had made calls in January( I had set up a calendar alert as the above suggests), and before that sent text messages for the same purpose. So I dont think the matter has really been settled to my satisfaction. I report back here when they get back to me.

By the way this has happened to me twice now with different 321 O2 accounts, the chat guy told me that making a text message was an unreliable way to keep an account live.

You should keep your email some where safe as come back?

mercalia
Posts: 12794
Joined: 22 Sep 2013, 10:03pm
Location: london South

Re: O2 Pay As You Go WARNING

Postby mercalia » 3 Mar 2020, 10:02am

This is the reply I finaly got

Thanks for taking the time to speak with me yesterday and for allowing me the time to look into this issue for you. I’m sorry to hear you’ve had a poor experience with us recently and for any inconvenience and frustration this has caused you.

As discussed, the rule for Pay as You Go SIMS is that you need to use a chargeable service at least every six months to ensure your SIM remains active, that includes calls, texts, top ups adding Bolt ons. I feel that the wording on the link that you sent in your email is confusing as it insinuates that a top up must be completed. I have forwarded this on to be updated so it clarifies that it is a chargeable event that is required and not a top up.

You mobile number: XXXXXXXXX was originally disconnected on 6 January 2020 due to no chargeable service being used within a six month period. It was later reconnected on the same day and you then made a chargeable call at 6:53pm to ensure that this was updated. The disconnection that occurred on 6 February 2020 seems to have been done in error as our system hadn’t recognised the chargeable call you made on 6 January 2020. I’ve raised a remedy case to make sure that this doesn’t happen again. Please make another chargeable call on this number to make sure that it shows that the service has been used post disconnection.

I’m pleased I’ve been able to help with this and thank you so much for your patience during this process.


so there you are. no offer of compensation or anything


They still seem to have the original offending website

https://www.o2.co.uk/help/pay-as-you-go/classic-pay-as-you-go