Hello, I am having some problems with o2 for broadband packages. Firstly, I received a phone call from o2 when i registered an interest in broadband. The sales rep took me through the steps and i agreed to the works package as it was sold as the best package and unlimited broadband. An engineer came round to setup the line and get me connected. I subsequently found that i am getting around 2MB connection when I am paying for 16MB. I am also being charged for a New line to be fitted when there is no new line. I am also being charged for additional phone services which I did not want, need or specify when on the phone to the representative. I have requested that I be put down to the All rounder package which o2 havent sorted out yet. They are also saying that I cannot change packages to cut out the additional phone charges which i am not even using. I am also supposed to receive a static IP address which I have not received I now have a bill for £86 (with discounts) . There is apparently a one month happiness guarantee which might help me here but I have no idea how to use it. Any help is much appreciated. I am getting a bit tired of how these companies can "offload" the cost to the customer of such things that are already being paid for in the line rental! also the fact that I am using 1/8 of what I am paying for in bandwidth. Are there any regulations I can state to o2 which will help my cause?

Does anyone know the settings for diverting calls from an 02 landline ? And can it be done remotely -(not currently set up for answermachine)

Hi Guys, I've upgraded for an Apple iPhone 4 8GB with 2 years contract on the 10th August in my local O2 store. The phone was free of charge, I have to pay "only" the monthly charge. The first problem I've noticed with the phone, that the Wi-Fi was not working properly. Worked only if I were close enough to the router. I could not take the phone back for more then 2 weeks, because I went for holiday. Then during my holiday turned out other problems: the VoiceOver turned on itself - and back then I didn't even know what is that, and how to switch it off - I've barly could use the phone, because in that option you have to select, than double tap everything to use, even when you text every single letter! you can not easily scroll and its saying everything you have on the screen. So most of the time I've kept my phone off, because was so annoying. I also had problem to the camera, often froze. So as soon as I've got back to England I went to the store on Tuesday the 28th. I've explained the problem I had, and I said I would like to have a replacement. First he tried to convince me there is nothing wrong with the phone. He explained that the Wi-Fi probably didn't work properly because I've hold the phone in my hand, and that's covering the back of the phone. For the VoiceOver he said, you can activate and disactivate by tapping 3 times the home button. Anyway I've said all these were not the case. So I was told he has to send the phone to repair, which gonna take from 4 days up to 2 weeks. I wasn't happy, as I don't think a 2-3 weeks old phone has to be repaired, but what could I do? Unfortunately I wasn't aware of my rights that time. They gave me a loan phone (Samsung) for £25 deposit, and I'm still paying the monthly payment for an iPhone. Great. On the 30th morning I've got a message saying that O2 repair has my phone, and they will be back in touch soon. In the evening I've got this message: "Sorry, but the problem with your phone isn't covered by the warranty. But we'll give you a repair quote. Just call the shop on...." I thought there has to be some kind of mistake but obviously was distressing. I've called the shop the day after and I've asked an explanation. I've was told that the Apple engineer in their repair centre has found out there have been screws missing inside, one LCI is damaged inside, antenna procetion cover is missing and if i would like a repair it cost £360!!! When I've asked him what does he think how is this possible, he started questioning me, if anyone opened the phone?! I've replied of course no one opened it, I don't even know how to open, and I did not give to anyone to fix it, why should I if I can just give them back, as it's still a new phone! Then he asked me if I have an insurance, which I don't, but as I haven't done anything why does that matter? Then he said if I don't want to repair they will just give me back the pnone as it is, and I could take to the Apple. I was getting upset, saying I've bought the phone from O2 and I have the contract with them, they should sort this out, so he suggested to talk in person in the store, as on the phone he couldn't give me any solution. Of course I've refused the repair. After working yesterday till 6pm, I had the time to go to the store today. The "very helpful" manager - who actually turned out was in the phone 2 days before - said exactly the same things. He showed me the picture of the inside of the phone, which of course doesn't show anything to me, I'm not an engineer. But I've done a bit of research on the internet about my rights. In the O2 Repair and Return Policy they say: If there is a fault with your purchase in the first 28 days we'll either give you a replacement or your money back. after 28 days : we will try to get it fixed for you. So why did they send to fix in the first place?! When I went back the first time it was the 19th day. For this he just replied, that for sure his assistant had a good reason to send it to repair, but as he is on holiday, he is not able to ask him. And as we know now that the phone has been opened and damaged, end of the story, or I pay the repair of £360 or they can give me back the phone and I could get a second opinion from Apple. He was talking to me all the way as it is obvious that I've opened the phone and caused the damage, as it is not possible that the phone came out like that from the manufacture, and there for it is not covered by the warranty. He was suggesting to take back the phone to the Apple, not mentioning that was sent off to repair, just telling them what was the problem on the first place. When i asked him, why not to tell them about it, he replied he is just trying to help me for my sake! Next step they will let me know when the phone is back from repair. So there we are. I would prefer to cancel my contract straight away, but I know i can't. This whole situation is just so frustrating! Sorry to being so long. Any help? Many thanks!

My sister bought a Samsung Galaxy Ace (S5830i) from the O2 shop in my home town back in May. Just after she got it, texts and calls appeared to be failing and the network would just "drop" - we thought this was down to the sim card being faulty and got a new one sent out. After some kerfuffle with that (an unprovisioned sim being sent, approx 21 days later got a working one) the phone was doing the same. Returned to the store and phone booked in for repair - however phone did exactly the same when it was returned. On second return to store they booked it in for a replacement (refurb), however my sister then received an S5830 (notice the missing I) - this Galaxy Ace was the original model, with a slightly lower spec than the new one (S5830i)! Contacted the store and they again booked it in for replacement, however they've now turned round and said that they have no new Galaxy Ace's to replace the phone with. Any thoughts guys?

Hi all, My phone was stolen roughly 3 weeks ago and £600 of unauthorised call charges were made before I realised it was stolen. My phone was stolen / lost on Saturday 26th May and I only realised on Monday 28th upon which I called O2 to inform them of this. When accessing my account online I noticed the £600 of unauthorised charges and filed a claim with customer services. They told me they would get back to me within five days. My bill came through on 16th June and it listed the unauthorised charges (plus VAT) - my bill stands at about £737 inc VAT. I am on a simplicity plan at around £20 per month. The money is due to come out of my account by direct debit on 30th June. I absolutely cannot afford this. I finally received a response to my claim today which stated the following: I have been a customer with O2 since the first iPhone came out (about 5 years) and a broadband customer for over four years, so I am obviously devastated that they would not offer any goodwill gestures in relation to this theft. I have never been late with any payments and the most my bill has come to is about £60. I have only ever called international numbers whilst abroad, so I am surprised that O2s fraud detection systems did not notice this irregular activity. I would appreciate any assistance in dealing with this matter. I am in the process of writing a complaint letter to O2 regarding this and to request a review of their decision not to offer any goodwill credits. Thanks all in advance

I have an O2 monthly contract but have recently come out of work and I am struggling with the payments at the minute, I contacted the customer service team around 2 months ago seeking some help with the monthly cost. I never use the 900 minutes a month and don't think I ever will so was looking to see if my price plan could be lowered to a more realistic monthly tariff after speaking with a agent who was very abrupt and un willing to help me I was basically told tough that's what you signed up to. I then received a call from a manager who informed me they could lower the tariff by £2 with will not help me. Can O2 basically over charge me for minutes I never use, plus would it not be good customer service to make sure your customers are are the right tariff that suits the minutes they use on average per month. I really need help with this as it is starting to get me down as I am struggling to find the money each month and in some cases cutting back on food in order to keep up the payments. Any help would be appreciated Thank you all

Hi all, hopefully some of you good looking people will be able to help me please. Here we go, I have just checked my credit expert account and see a default from o2 started on 21/10/2005 and defaulted on 01/08/2007. When I've looked into the file history it appears that from the start it was a default, the first entry from 25-36 month section is a red 8, there is no u, 0,0,0,1,2,3, 8 etc it just starts on an 8. Does this sound right as I have another account which is nearly at the end of its 6 years where I defaulted and it does have years of 0's then a 1,2,3 etc until I did actually default. I have emailed the correct departments and wrote letters all sent recorded but have heard nothing back for nearly two months, not even an acknowledgement. So what should I do next? I have read a lot about people taking o2 to court and most peoples experiences is that 02 don't defend them selfs or just don't turn up? Could this be a plan, trouble is if thats the way to go I've never done it and some advice on making it successful would really be appreciated? Any help help would be greatly appreciated as Im supposed to be mortgage hunting towards the end of the year and this is going to prevent me from getting anything. James

Back in 2009 I took out an 18 month contract with O2 for a Nokia Mobile phone. At the end of that period rather than paying the normal rate I had the contract terminated and requested the number continue with a pay and go scheme until I decide which new contract to take out. At the time I was considering the iPhone 3s but wasn't sure. I was offered a cheap deal of approximately £10 for XXX minutes and XXX texts per month (I can't remember the exact details, it's a while ago now) rather than paying a set amount for calls and texts. Which made sense so I opted for that. Eventually I took out an iPhone contract and after several months of overlap between the two phones I eventually stopped the payments on the old pay and go phone. This was early 2011. I have recently had an unexpected expense which I have tried to get a cheap loan for and been refused. This was highly strange as even getting a current loan topped up was refused. This top up was equivalent to an additional £14 per month when I have £850 of available cash per month after all the usual outgoings are taken from my net income. I registered with creditexpert to find out my credit rating and was shocked to find that O2 had registered a default against me on 15th January of this year. It turns out that O2 had not provided me with the pay and go that I had requested but instead had opened something called a simplicity contract. Which apparently needed a months notice to cancel. Not only was it not explained to me that I was not being offered something that wasn't a pay and go. But I wasnt informed that this needed to be cancelled in this way. I have not received any letters from O2 requesting any payments or from a debt collect they say was called in. I have also not been contacted on my current contract with them concerning this either. The amount outstanding was only £13.96!!!!! What can I do to get this removed? Apart from a couple of late payments to Next this is the only blot on my credit report and is having a massive effect on me at the moment since I've had to put the expense on my credit card with astronomical APR in comparison. It's also obvious from the amount that if it had been brought to my attention it would have been paid anyway since its such a trivial amount. Thanks in advance.

HiNew to this forum but hoping someone could help me before i collapse from strees induced overload... Up until April 2011 i had been an O2 customer for a number of years. My pay monthly account was settled in full each month by direct debit. This included a monthly payment for insurance on my mobile device.In April 2011, the iPhone i had at that time got accidently damaged and became inoperable. I called O2 to make a claim under my insurance policy and was told that my policy had changed and that to secure a refurbished replacement i would need to make a £150 excess payment. I complained that i had not recieved notification of the change to my policy and felt the revised terms were a litle unfair considering the amount of payments previously made for insurance throughout the duration of my contract. This situation wasnt resolved and so i decided to cancel my contract with O2 early and port to Vodafone. I spoke with a representative of O2's Executive Relations department who agreed to allow me to reduce my contract from the iPhone tarriff to a lower one so that the early terminations fees would be minimised. I accepted this and then requested a PAC code which arrived 2-days later. There was a delay in me idenitfying an alternaive supplier and subsequently i needed to contact O2 customer services in May to secure a second PAC code. During this second dicussion i complained that the termination fees were, in my opinion, still excessive considering that i was effectively being forced to leave O2 due to their actions surrounding my iPhone insurance. Following a long debate they agreed to waive the termination fees provided that i made the final account payment (circa £3 if i recall correctly). I paid this amount through my established direct debit mandate with O2 following which i made a third and final call to O2 to check they had received the final payment and that i could now cancel the direct debit. They confirmed this was the case folloing which i duly cancelled the direct debit, moved supplier and have heard nothing further from O2 since. As a prudent lender, i decided to check my credit file with Experien a fortnight ago ahead of some credit applications that me and my family need to make (mortgage, car etc). To my suprise i found a default from O2 for the amount of £83. I contacted them immediately and they informed me this was for termination fees. I ran them through the previous discussions i had gheld with their various customer service teams and demanded that the defualt be removed immediately. After a number of weeks of emailing, faxing and writing to O2 Credit File Referrals and getting nowhere, i wrote direct to their CEO and have today received a response via telephone from Executive Relations. They insist that they never agreed to wiave the termination fees and therefore the default is legitimate and refuse to remove it from my file. The £83 remains outstanding.O2 are claiming that certain conversations with their team (the parts that support their arguement) are on file but yet the parts i'm raising in support of my arguement dont exist. They also claim that letters and emails regarding the default were sent to me (never received) and at the point of handing the default over to a debt collection agency, a further letter was sent to me but their records show this was sent to an old address. I'm really at my wits end with this and dont know which route to take. I have seen similar topics on here regarding this so apologies if i'm covering old ground but it just seems so unfair. I was proposing to write a final letter to their CEO summarising the latest call with their team today but i'm not sure what my next step will be as i doubt i'll get any response. Would greatly appreciate any assistance or guidance.Thanks

Hello All, I have just checked my credit file and discovered that there is a default on my credit file from O2. Now i dont remember this and from looking at the report this is what i get: Name Mr Address Date of birth Account type: Telecommunications Supplier: O2 Account number: ****** Account start date: 19/10/2005 Opening balance: £ 256 Repayment frequency: Monthly Date of default: 01/11/2006 Default balance: £ 256 Now that has put a default on my credit file every single month since 2006 until now and its carrying on. I contacted o2 to find out about this and the lady goes that i owe them 256 quid and i should pay it over the phone. told her to **** off in nicer terms. im not gonna just pay it without doing my own investigation (need to know if i even owe them this money) and if i even did owe that money. As far as i can remember i paid off all my debts and some did go to debt collectors (i was a student back then and finances werent too good) and i paid them all off. If they did send them to debt collectors i doubt they would just leave the amount un collected. I havent had any letters or anything. This record on my credit file has just been piling up without my knowledge every single month for the past 6 years. When i asked the lady if i can write to someone she goes no there isnt. I didnt just want her word i wanted written confirmation but all she kept saying was to pay the amount. Kind of stuck now on what to do. Another thing is, this debt is over 6 years old! I dont even remember having an o2 contract (i think i did have one but its so long ago) Also, if i actually did owe them this money i would have no quibble in paying this if meant i could take all the defaults off the credit report i would pay the bloody 256quid! i need to apply for a mortgage soon and have been working so hard as i knew from my student days my credit was bad. I have been paying off every bill on time, have loads of contracts with t-mobile, sky, landline, everything and every bill is paid on time. please please help lol

Full story:- http://www.bbc.co.uk/news/technology-16721338 Full article:- http://lew.io/headers.php

Hi all, hopefully someone can help us with this? We had a 12 month contract with O2 for home phone/broadband, we paid by direct debit each month the amount requested by O2, but were unhappy with the service supplied and when the 12 months were up, we asked for a MAC code so we could move supplier, this was given with no hassle and we gave this to a new supplier. Just after this we received a letter from O2 saying that we owed them money because they had not charged us for the broadband during the contact just the home phone part. We refused to pay this as we were never told of this till after we requested a mac code at the end of our contract, now we have Fredrickson International Limited demanding £346.40 outstanding balance, if not paid in seven days a £30.00 court fee, £50.00 Solicitor costs, giving a total amount of £426.40 The letter from Fredrickson, does not even include our surname!!! just addressed to my wife's Christian name which is also spelt wrongly!!! I have been looking around the forums for any advice from people in the same boat but were unable to find anything. Many thanks Martin