Unexpectedly added to O2

[paleo12]

Hi,

I rang Virgin to talk about difficulties I would have connecting my home phone to the Virgin router which is in a somewhat inaccesible place.  A helpful person said an appointment with an engineer would be arranged. 

She then said that I am entitled to a loyalty discount (!) which would reduce my bill from £111 to £89.  I was pleasantly surprised.  She said I would be added to O2 mobile, which I said I did not really want. I am in a new contract with EE.  She replied that this was a part of the package and removing it would mean that I would go back to the old price, but that I did not have to activate the contract and I would not be billed by O2.

I find this a bit strange, and I am worried about finding that I will get a SIM from O2 and then get billed, and that this would be difficult to change. 

Has anyone else been in this situation?  How did it work out?

Many thanks.

[Nathan_B]

Hi there @paleo12, welcome to our forum and thanks for your post.

I'm sorry to see there has been some confusion with the package change. With the new Volt deals now they do include both VM services and an O2 sim. This then enables us to give better discounts for the more services you have. You will be given an overall price, for example £90. However, £25 may be for the O2 sim on a direct debit to them and the remaining £65 a direct debut for the VM services.

If your package price is £89, this will be a combination of the two services so you won't pay more for the O2 sim on top of the £89. I hope this makes sense, if you have any further questions or your contract information doesn't look correct please feel free to reach out and let us know.

Regards

Nathan

[enlli]

Two separate payments one to Virgin and one to O2.

Not sure what the O2 element costs but if you are within your 14 days cooling off, cancell it and take out an £8 per month O2 SIM only via uSwitch. You will still be able to have Volt

[paleo12]

Hi Nathan,

Thanks for your reply

Am I right in thinking that we are not really talking about a loyalty discount here, but rather a change of package?  This was not made clear to me.  I have no wish to enter into a contract with O2.

At present, I am out of contract with Virgin Media and I have no intention of entering into a new contract without knowing what that entails.

How do I cancel the contract with O2 please?

I am surprised that a phone call to do with the telephone changeover resulted, via the promise of a loyalty discount, to a contract with another company.

Best wishes.

[paleo12]

Hi Nathan,

This is getting difficult.  I've just noticed that VM have removed Sky Cinema, though the VM represenative said the package would remain the same.  This is not satisfactory.

Can you tell me how to get out of this mess and to revert to where I was before?

Best wishes.

[Steven_L]

Thanks for coming back to us paleo12.

To look into this, please give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you.

To cancel the O2 side of things, you would need to get in touch with O2, using the contact methods here 

Kind Regards,

Steven_L

[enlli · Accepted solution]

It's not a loyalty discount. It is a new 18 month contract.

I really worry about the amount of miss seling that goes on over these Volt packages. 

Nobody higher up the feed chain seems to be doing anything about it. 

[paleo12]

Hi,

Thanks.  Unfortunately, I can only see one way of phoning O2 and that is with a O2 phone, which I do not have.  Is there another way you could show me please.  All the emails they are sending me are no-reply.

Many thanks

[enlli]

0344 809 0202 is the number from other phones

Or you can message O2 on
Facebook (https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you.

[paleo12]

Hi,

Thanks for that.  This number must be hidden somewhere.  I eventually got through to someone at O2 who said they have cancelled the order.  I'll still have to cancel the direct debit.

I also managed to get my original package back from VM after speaking with Retention.  The whole kerfuffle took pretty well all day.  I can think of better ways to use the time.

Best wishes.