Hi, Just signed up but have been reading for a while, and seen many others have had problems with O2. My problem is over a pay monthly contract for £30 that I have had for around 12 months now. My grandmother told me to get the contract when I went to University last year. I got a free Xbox 360 with the contract and it was a birthday present. Every month she put £30 in my account to pay the bill. Unfortunately, she passed away in April. I paid March and April's bills from my student loan but when this loan ran out at the end of term, I realized I would not be able to pay it over the summer unless I found a job. I spoke to them on their "chat" and was told I could have a "holiday break" in light of my circumstances. I believed this to be where I would not be paying my bill over the summer and they would add the 2 months or so on at the end of the contract. I have had barely no work so not been able to pay the bill. I logged in about a month ago to find my bill at £500 due to disconnection costs or something. I phoned them, told them what i was previously told but they said there is no such thing. They said I had to pay £5 to stop it being passed to a collection agency. I did so and then made a complaint to O2. They say they cannot help me as there is no note on my account that this chat has ever taken place. I realise I have been stupid in just believing this guy on chat, and not taking down any names, etc. It was something I didn't really think about at the time. As it is May's, June's, July's and shortly August's bills, it will be around the £130 mark. I cannot afford to pay this from my September loan and the continuing bill will also be an issue. Anyone got any recommendations as to what I can do. Everything I have said is 100% genuine, thanks for any help/advice.

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

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

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.

Hi, I'm at a bit of a loss as to what to do here so hopefully someone can help me. I recieved an alert from Equifax the other day I'd had a change on my credit file. Upon looking at it there's a default there from O2 for a landline account I had with them up until February 2011. Now I've been an O2 mobile customer for around 9 years now, having had two contract phones with them for my wife and I. In around 2009 I moved my broadband to O2 as well, then in 2010 I moved my home phone to them on a 12 month contract. A few months into the contract, I recieved a letter from them telling me my broadband cost was more than doubling. Upon reading the t&c's I saw it said something along the lines of if you don't want to accept the price rise they will release you from your contract. I promptly sought a move from O2 to Sky for my home phone and broadband. O2 did ring me and offer me a reduced tariff but I rejected this and moved to Sky. A few days later a direct debit left my bank account which I assumed was full and final payment for my O2 home phone package. A few months later though I received a letter from O2 telling me I owed them money It was for around £37 or so, which I couldn't work out what it was for so I (foolishly) ignored it. I heard nothing for ages, then one day I recieved a letter asking me for the 3 year old router back or I'd be charged. Now I thought this is surely a mistake, as I know with Sky, after a 12 month period you then own the equipment. Again, rather than ringing O2 to ask I let the issue pass by without anymore thought. Up until I recieved a default for the princely sum of around £78. What I want to know is, is there any possibility of getting this default for a landline phone removed and also how they have come up with this £78 figure. As far as I was aware I'd settled the account and switched. To be honest I'm livid! What I'm furious about also, is that I still have those two contract phones with them, which were upgraded in August and December respectively, both on £42 a month tariffs, and did on Boxing Day 2011 take out a third contract with them for my son's Blackberry. That's £100 a month I'm paying to O2, and they treat me like some fly-by-night who's done a runner. Does the right hand not see what the left hand is doing at O2? Why would I take out another contract with them if thought I owed them money?? Is this how they treat loyal customers? Ha, the irony is my Sky Broadband contract has expired and I was actually thinking of rejoining O2 Broadband.

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

Hi all I would welcome some advice on this please. In September, I upgraded my phone with T Mobile and entered into another 18 month contract. Had a nightmare with the first handset that 2 T Mobile stores were not interested in despite quoting the usual sale of goods act etc. and me taking the handset back on the 10th day after having received it. Eventually, Customer Services on 150 relented and replaced it as a swap out the next day. I got round to reading the manual last weekend to see what exciting things I was missing out on and I decided to download some new screensavers to make the phone a bit more "funky." I then discovered that despite changing all the settings that the screensaver would never activate. The phone display switches over to power save mode, i.e. goes blank instead of displaying the screensaver. I undertook some research into the issue on both T-Mobile's user forums and Nokia's own support discussion forums and it turns out that this is a known software bug in the N79 handset. It also appears that the manufacturer knows about it but has failed to fix it in subsequent firmware releases. It is also unlikely that Nokia will now release any further firmware for the handset as technically, or rather in the technical world, it is now quite an "outdated model." I have emailed T Mobile Customer Relations about this and they have contacted me to say that if the manufacturer is not going to fix it there is nothing that can be done. I however am not happy with this. Surely the goods are not functioning "as described," i.e. the manual states that you can change the screensaver and although you can, the end result is that it doesn't work. I know that a non-functioning screensaver is not a life or death situation i.e. the phone makes calls, sends texts, browses the web but am I the only consumer that is getting a bit sick and tired of companies that earn millions of pounds from their customers getting away with everything? At the end of the day, my contract is subsidising the cost of the handset in a large capacity. If I had purchased this phone directly, it would have cost me a few hundred pounds at least. The crux of it is that I used Nokia phones for years previously and every handset I have had has always had "some problem" of one thing or another. Back around 2003, I had Orange replace 15 handsets, one after the other and each one exhibited the same problem as the last. It was a nightmare. I thought that 6 or so years later, with the advancement in technology that Nokia may have improved it's standards and the first phone I pick up in this 7 year period manufactured by them exhibits yet another fault. I have contacted Nokia, although I am under the impression that it is not down to them to sort the problem out and they have suggested that I send the phone "for repair," which judging by other users on their support forums, does not resolve the problem anyway and just leaves you without a phone for 2 weeks. I was wondering if I could glean some opinions please ? Am I right that the phone is not "functioning as described" and therefore breaches the sale goods act ? Thanks very much J