O2 and the limited services they would prefer customers not to talk about

Frustrated User

If you sign up for a package that includes "FREE" international calls, don't expect that to include most of the leading countries in the world - it doesn't.

02 offers a number of free web texts each month but no where do they tell you that it is a limited service. A text to the USA, amongst other countries, is a text too far.

Telling the customer this is apparently beyond the competence and integrity of 02

Grandpa Hassan

When you saw the free international calls offer did you ask which countries? Or just make an assumption?

Frustrated User

Grandpa Hassan wrote: »

When you saw the free international calls offer did you ask which countries? Or just make an assumption?

I am not referring to a free international calls offer but rather I opted for an inclusive package that outlined the number of call minutes/ texts etc I would have in Ireland, internationally and whilst roaming. So one assumes it is what it "says on the can" but not when that can is 02 it would seem

ytpe2r5bxkn0c1

USA is usually excluded from these offers by all providers. You assumed...

Riamfada

O2 Website wrote: »

Freedom International
The International Plan gives unlimited calls to Irish mobiles & landlines and 40 minutes to select international landlines/mobiles, while in the Republic of Ireland for up to 30 days. The benefits apply when you top up by €25 or more in one payment. Once you top up a €15 charge is applied and the plan benefits activate. Activation is confirmed by text. This €15 charge applies each time you top up by €25 or more in one payment. Standard charges apply once you have used your 40 international minutes. Please note for some countries there are lower midnight caller rates which generally apply between 10pm and 6am

(Irish time). International plan minutes are not used at midnight caller times and are charged at midnight caller rates. Calls at Midnight caller times to Japan and Pakistan will use the 40 plan minutes. For a full list of countries included and associated charges see o2online.ie/o2/international-rates/

Is that the plan you are on?

All details here

dudara

Do you want me to move this thread to the Talk to O2 forum?

dudara

Frustrated User

dudara wrote: »

Do you want me to move this thread to the Talk to O2 forum?

dudara

If you believe Dudara that the threat belongs somewhere else I don't have a problem as long as the outcome isn't one of isolating the topic

Frustrated User

Riamfada wrote: »

Is that the plan you are on?

All details here

Thanks Riamfafa for the lengthy quote in your reply but my plan bears no resemblance to the one you quote from.

Riamfada

Frustrated User wrote: »

Thanks Riamfafa for the lengthy quote in your reply but my plan bears no resemblance to the one you quote from.

Do you want to be more specific about the plan you are on then?

Grandpa Hassan

So you assumed that an international package included all countries. Did you not think to check which countries? The USA is never included in international packages

Frustrated User

Otis Large Sand wrote: »

USA is usually excluded from these offers by all providers. You assumed...

I am not sure Otis Large Sand if your short sharp response is intended to inform me via your opening comment or imply I simply made an assumption. Either way I am sorry to advise you that you are incorrect.

For the purpose of clarifying for those made certain assumptions themselves, the position is as follows: I can call numbers in the USA using the international call allowance as well as countries such as Austraila, New Zealand and other Far East countries but not to a number of countries closer to Europe. In summary the USA is not an automatic cut off. The problem is that there are other countries to which one might want to make calls.

On the other hand 02 makes great play of the free web text facility available each month but in this instance the USA is barred but users are not so advised.

Still confused? If so this is an example of the lack of transparency I referred to.

garhjw

Can you provide a link to the plan you are referring to? If it is misleading then raise it with customer care?

Sheldons Brain

Is the USA barred from webtexts? It used to work fine to GSM services in the US? It doesn't work to non GSM services anywhere, I suspect.

Frustrated User

Grandpa Hassan wrote: »

So you assumed that an international package included all countries. Did you not think to check which countries? The USA is never included in international packages

Sorry Grandpa Hassan, as I have already stated telephone calls to the USA are included in my case, but not to other countries I communicate with. In contrast free web texts to the USA are not granted.

And no I did not think of checking, if an international company offers x amount of international calls ( with no limits stated) then that's what I expect to get.

Frustrated User

Sheldons Brain wrote: »

Is the USA barred from webtexts? It used to work fine to GSM services in the US? It doesn't work to non GSM services anywhere, I suspect.

Having found that nine texts sent via the free web service to the USA in recent days had not been delivered, I contacted customer care this evening and having first been told to refresh my pages I was then advised that texts to the USA cannot be sent via the free web service.

Riamfada

I am always astonished by the amount of people who complain about a free service not being free enough.

Frustrated User

Riamfada wrote: »

I am always astonished by the amount of people who complain about a free service not being free enough.

In a sense Riamfada I am inclined to agree with you but in this instance I think you are missing the point. The point being a) in respect of the free web text service, is it too much to expect 02 to make a simple statement listing excluded countries?
selling a package with international minutes attached then subsequently charging for calls made to countries not covered by the package or listed for the guidance of the customer.

dudara

Can you please share a link to the plan you are on? It will help posters get more clarity.

ct5amr2ig1nfhp

Taken from O2 online.ie

"What is webtext?

Webtext is a free service that lets you send 500 free texts from O2.ie every month.

Your Webtext allowance will renew at the start of each month.

You can send a Webtext to any country in the World.

However some networks, including American networks, charge customers to receive texts. Free Webtext will not deliver to these networks."

Is that a simple enough statement for you?

What tariff are you on, or preferably can you link to the details of the tariff on the O2 website.

Frustrated User wrote: »

In a sense Riamfada I am inclined to agree with you but in this instance I think you are missing the point. The point being a) in respect of the free web text service, is it too much to expect 02 to make a simple statement listing excluded countries?
selling a package with international minutes attached then subsequently charging for calls made to countries not covered by the package or listed for the guidance of the customer.

Frustrated User

dudara wrote: »

Can you please share a link to the plan you are on? It will help posters get more clarity.

Thanks Dudara for your further suggestion but given the tone set by your fellow Moderator and adopted by some posters I do not propose to add anything further to this discussion. I thought I was joining a group of civilised posters in joining boards,ie

The last poster Moose has thrown considerable light on the texting issue which did escape me and sadly the CC staff who were also unaware of the statement. Had they, like Moose, pointed this out instead of taking me through motions such as refreshing pages etc I am sure frustration would not have arisen.

ytpe2r5bxkn0c1

Frustrated User wrote: »

I am not sure Srameen if your short sharp response is intended to inform me via your opening comment or imply I simply made an assumption. Either way I am sorry to advise you that you are incorrect.

For the purpose of clarifying for those made certain assumptions themselves, the position is as follows: I can call numbers in the USA using the international call allowance as well as countries such as Austraila, New Zealand and other Far East countries but not to a number of countries closer to Europe. In summary the USA is not an automatic cut off. The problem is that there are other countries to which one might want to make calls.

On the other hand 02 makes great play of the free web text facility available each month but in this instance the USA is barred but users are not so advised.

Still confused? If so this is an example of the lack of transparency I referred to.

Some details of the package might help. You said a text to the USA was a text too far for them and I replied to that by saying many packages exclude text to USA. Am I confused? Yes, by your rather defensive and dismissive replies. You ask vaguely and got relies not too your liking. How can anybody address an issue without the details?

Cabaal

Frustrated User wrote: »

Thanks Dudara for your further suggestion but given the tone set by your fellow Moderator and adopted by some posters I do not propose to add anything further to this discussion. I thought I was joining a group of civilised posters in joining boards,ie

So people didn't automatically agree with you and condemn O2 so you've decided to throw your toys out of the pram. Ok so....

People have asked you to provide more details of you plan/package so they could assist you, but you've ignored this more than once. What more help do you expect?

dudara

As the OP doesn't wish to engage, I am closing this thread.

@Frustrated User - if you wish to reopen this thread, just send me a PM and I will do so.

dudara