ARGH! Advice please - O2/Carphone Warehouse huge bill! - HotUKDeals
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ARGH! Advice please - O2/Carphone Warehouse huge bill!

£0.00 @ O2
Hi all, I am sooooo upset :( I have been with O2/CPW for about 3/4years with no problems whatsoever. I just got a new phone last week and was playing about with it at home, downloading stuff… Read More
Mrs.Z Avatar
6y, 8m agoPosted 6 years, 8 months ago
Hi all, I am sooooo upset :(

I have been with O2/CPW for about 3/4years with no problems whatsoever.

I just got a new phone last week and was playing about with it at home, downloading stuff from Ovi store and that - when I suddenly realised that I had been using my mobile internet the whole time (instead of ,my home wi-fi)! I have NEVER ever used the mobile phone internet before and have never set it up, it must have set it up itself as its a clever top range phone (it also set up all my emails automatically without me having to input the settings or anything)
Anyways, I was expecting a large bill for this - but have just this second got my bill online and they have charged me £168 + VAT (plus my usual line rental) for the 68 minutes I was on it!
Now, I realise that the bill goes by usage rather than time and I realise that it was my mistake, but I am a bit peeved that there is no limit on me runnin gup such a bill when I have never used their mobile internet service before.
I have tried phoning them but cant remember the PIN OH set up and the bill is in his name (he will go mad when he finds out!) so want to email them instead to see if they would be willing to reduce/remove the costs for me as we have had an excellent relationship up till now so just wanted to know if anyone has had any experience with such a thing or if anyone would be willing to help me draft a letter?

Any advice appreciated!

Thank yous x x x
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Mrs.Z Avatar
6y, 8m agoPosted 6 years, 8 months ago
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banned#1
good luck with that
[mod]#2
Ouch.

All you can do is ring them and hope they take pity on you and maybe knock some off. x
1 Like #3
Ouch! That's not nice to receive such a big bill.
As it was a new phone, did you get it through o2/CPW? As if you did then you probably started a renewal contract and they might be a little bit more lenient, also if you did start a renew your contract were you supposed to get free web browsing? These days most contracts with smart phones have some allowance in them.
Did you think the phone was on wifi?
I hope you get some proper help on here and the bill sorted soon, but just in case be prepared to pay it as they might say you used the service so have to pay - they can be really strict :(
1 Like #4
The networks have never offered to police your acc for you, that's why there are no limits. There'd be people complaining that they couldn't do this or that if there was.

If you ring the billing team they may knock a bit off as a goodwill gesture, but they'll only do it the once.
#5
Thanks all, I totally realise its my fault but I did think they had security limits on these things, like they do for unusual excessive phone calls, etc.

I was sitting in my front room about 5ft from my wi-fi, it was only because one page wouldn't load, I clicked the network logo and it said mobile internet or something :(

I was expecting a bill for an extra £10 or so so nearly had a heart attack today.

I haven't told OH but told him I need to phone them about something else and he can't remember the PIN he set up so said he will phone tomorrow or something to change the PIN.

Perhaps I would be better phoning them but I am stressing whilst I sit here doing nothing - when I start crying down the phone though they might feel sorry for me :(

I am already about 7/8 months into an 18 month sim only contract so this new phone is nothing to do with them :(:(:(
#6
If anyone has had any such experience with them, I would appreciate some info

Whatever happens, I will update the thread in the hope that it will help others later on x
#7
Your asking carphone warehouse for something that is entirely your fault especially when it comes to money talk. OMG I wouldn't even bother lol. Just pay up.
#8
Mrs.Z
I am already about 7/8 months into an 18 month sim only contract so this new phone is nothing to do with them :(:(:(


If they say no and things get tight money-wise you can always downgrade your contract to a lower tariff from 9 months onwards so would probably save £5 or so a month.
banned 1 Like #9
oh my, only thing you can do is phone them to speak to them and plead for some kind help towards it, when my daughter went onto her 1st phone where she could use the internet we had the settings removed by t-mobile because she kept logging into it instead of the wifi, you need to think about this incase of it happening again
#10
sickly sweet
Mrs.Z
I am already about 7/8 months into an 18 month sim only contract so this new phone is nothing to do with them :(:(:(


If they say no and things get tight money-wise you can always downgrade your contract to a lower tariff from 9 months onwards so would probably save £5 or so a month.


Thanks, if they say no I will just have to pay it - not the end of the world but a bloody huge expense for a silly SILLY mistake :(
#11
sassie
oh my, only thing you can do is phone them to speak to them and plead for some kind help towards it, when my daughter went onto her 1st phone where she could use the internet we had the settings removed by t-mobile because she kept logging into it instead of the wifi, you need to think about this incase of it happening again

Thanks Sassie, I will ask them to deactivate it - I had always assumed that I would have to activate it before I used it anyway. :(
#12
PraxxtorCruel
Your asking carphone warehouse for something that is entirely your fault especially when it comes to money talk. OMG I wouldn't even bother lol. Just pay up.

I am aware of this, thank you - but I am hoping that they believe in such a thing as 'customer service' where they try to keep their customers happy so that they will stay with them, after all me using the internet hasn't cost them nearly £200 as such so they may hopefully take pity on me, that's the best I can hope for at this stage.

Edited By: Mrs.Z on Oct 18, 2010 17:57: spelling
banned#13
by "excellent relationship" you mean they send you a bill and you pay it?
banned#14
Mrs.Z
PraxxtorCruel
Your asking carphone warehouse for something that is entirely your fault especially when it comes to money talk. OMG I wouldn't even bother lol. Just pay up.

I am aware of this, thank you - but I am hoping that they believe in such a thing as 'customer service' where they try to keep their customers happy so that they will stay with them, after all me using the internet hasn't cost them nearly £200 as such so they may hopefully take pity on me, that's the best I can hope for at this stage.

once you've signed the contract they don't care to be honest, they make more money from new customers than old ones
#15
DaveLister
by "excellent relationship" you mean they send you a bill and you pay it?


Erm... yes? :D
#16
Your only option is to ring them and request a discount... they may give you 10% off if you are very lucky.
#17
I'll give you a bit of hope because by the current posts you must be dreading calling them!

I used my internet against they're terms, plugging it into the PC and downloading, i used a couple of gb and the guy on the other end was very nice. Telling me he couldnt do anything because i broke the terms and they might charge me over a £1000 for it but he put me on hold for a bit and they took the charge off and told me not to do it again :)

They're good people o2!
suspended 2 Likes #18
Op just speak to them,
U already admitted this was your fault, personally i would just go with the nice approach but NOT to say "I'll pay".

Ask them what options they can provide you (do not ask IF they can give u any options). You can be cheeky and say you will pay the £5 monthly internet fee for the rest of the year if they overlook this error. If they are asking you to pay ask if they can split over 4 months so it's not so damaging especially with Xmas around the corner, ask for a discount.
Also use up all avenues before agreeing to pay up the full sum, make a complaint. Not a complaint about the charge itself, but the inflexibility of a honest mistake.

At the end of the day mistakes do happen, and some companies can be very flexible. Just hope you get a decent advisor on the phone.

Just choose you words and know what you are going to say,

Good luck op!




Edited By: Kirajai on Oct 18, 2010 20:53: altered
#19
golemsmate
I'll give you a bit of hope because by the current posts you must be dreading calling them!

I used my internet against they're terms, plugging it into the PC and downloading, i used a couple of gb and the guy on the other end was very nice. Telling me he couldnt do anything because i broke the terms and they might charge me over a £1000 for it but he put me on hold for a bit and they took the charge off and told me not to do it again :)

They're good people o2!


Thank you, this is not O2 I am talking too - it's CPW, but thanks for giving me some hope :)
#20
Mrs.Z
golemsmate
I'll give you a bit of hope because by the current posts you must be dreading calling them!

I used my internet against they're terms, plugging it into the PC and downloading, i used a couple of gb and the guy on the other end was very nice. Telling me he couldnt do anything because i broke the terms and they might charge me over a £1000 for it but he put me on hold for a bit and they took the charge off and told me not to do it again :)

They're good people o2!


Thank you, this is not O2 I am talking too - it's CPW, but thanks for giving me some hope :)


Who do you pay the line rental to? I thought you'd have to go to the network about this, i could see carphonewarehouse being worse than o2 themselves
#21
dcx_badass
Every and I mean every phone I have ever had 10+ have come with the internet set up. They all do without fail. And it did not do your emails on it's own as you have to enter your password.


None of mine have. For example, on my 5800 I had to go online and find out the incoming/outgoing mail settings, server port thingy, etc - I also had to do this to set up OH's HTC Desire emails. Obviously, I had to put in my username and password but all I had to do was click which email provider it was from the list and it all went through easily.
I also would have had to manually find out the settings to set up the mobile internet - I know this because I did look into having mobile internet a few months ago , but CPW wouldn't let me change my bolt-on so I left it
#22
Kirajai1 person likes this
Op just speak to them,
U already admitted this was your fault, personally i would just go with the nice approach but NOT to say "I'll pay".

Ask them what options they can provide you (do not ask IF they can give u any options). You can be cheeky and say you will pay the £5 monthly internet fee for the rest of the year if they overlook this error. If they are asking you to pay ask if they can split over 4 months so it's not so damaging especially with Xmas around the corner, ask for a discount.
Also use up all avenues before agreeing to pay up the full sum, make a complaint. Not a complaint about the charge itself, but the inflexibility of a honest mistake.

At the end of the day mistakes do happen, and some companies can be very flexible. Just hope you get a decent advisor on the phone.

Just choose you words and know what you are going to say,

Good luck op!





Extremely helpful, thank you very much - I will use the tips :)
Will try get OH to set up new PIN tomorrow and try them then
#23
golemsmate
Mrs.Z
golemsmate
I'll give you a bit of hope because by the current posts you must be dreading calling them!

I used my internet against they're terms, plugging it into the PC and downloading, i used a couple of gb and the guy on the other end was very nice. Telling me he couldnt do anything because i broke the terms and they might charge me over a £1000 for it but he put me on hold for a bit and they took the charge off and told me not to do it again :)

They're good people o2!


Thank you, this is not O2 I am talking too - it's CPW, but thanks for giving me some hope :)


Who do you pay the line rental to? I thought you'd have to go to the network about this, i could see carphonewarehouse being worse than o2 themselves


No that's the thing - my bill is from CPW, not O2 which may cause problems, yes :(
I don't think I can phone O2 about this, may try them though if CPW arent any help!
#24
Mrs.Z
golemsmate
Mrs.Z
golemsmate
I'll give you a bit of hope because by the current posts you must be dreading calling them!

I used my internet against they're terms, plugging it into the PC and downloading, i used a couple of gb and the guy on the other end was very nice. Telling me he couldnt do anything because i broke the terms and they might charge me over a £1000 for it but he put me on hold for a bit and they took the charge off and told me not to do it again :)

They're good people o2!


Thank you, this is not O2 I am talking too - it's CPW, but thanks for giving me some hope :)


Who do you pay the line rental to? I thought you'd have to go to the network about this, i could see carphonewarehouse being worse than o2 themselves


No that's the thing - my bill is from CPW, not O2 which may cause problems, yes :(
I don't think I can phone O2 about this, may try them though if CPW arent any help!


ahh okay sounds quite complicated to me, I havent gone through a place like phones4u or things like that before :)

I wish you the best of luck!! I hope you get a nice person on the phone thats willing to help you!
#25
if you are with o2 then im surprised you dont have a package that includes X amount of data.
hard to not get a data tarif these days.
anyway get one :)
#26
I've had a few friends who've made similar errors (although not with CPW) and ended up with huge bills which after some negotiation with the network they've managed to get substantially reduced so I'd definitely phone the network and persist with them. At worst I'd try and get them to waive the data charge if you'll sign up to a data package on your contract.

John
1 Like #27
O2 have a 'limit' charge of £1 per day (ie data never costs more than £1 provided you don't go over 100MB, which is quite hard on a mobile phone). For CW to charge 180x this amount is grossly unfair and plays on peoples lack of understanding of the phone - something which I'm fairly sure OFCOM tried to crack down out. Call them up, I expect they will let you off, but if they play hardball kick up a stink...
#28
If it doesn't seem to go your way being nice, threaten to take it to OFCOM because £180 is grossly out of proportions, shouldn't take too long before they waive it off

Edited By: teshnit on Oct 18, 2010 22:25: typo
#29
:(:(:(

Just got off the phone and they won't budge an inch - the guy is just saying that he's sorry but the costs are from O2 so no-one has the authority to reduce the charges for me. H ealso said there's no point phoning O2 either because I am dealing with CPW.

Dunnno what to do now (short of paying, of course!). Was gonna phone later on and thry someone else and threaten with OFCOM but I expect that they will just say its not their charges blah blah blah.

The guy has set my extra charges limit at £20 now but then told me that any info takes 48 hours to reach them so thats bloody useless anyway (my words, not his!) and he also said that I cannot switch off my internet settings so all in all a waste of time :(

Don't supposed anyone can offer thier expertise??? x
banned#30
what does your contract say the price is for internet, i thought they all now capped it at a cost per day

t-mobile turned my daughters off, although when we had to do a phone restore it reset the settings, some on here will be able to tell you how to delete the settings i am sure

Edited By: sassie on Oct 19, 2010 18:02: ,,
banned#31
sassie
what does your contract say the price is for internet, i thought they all now capped it at a cost per day


You thought wrong.
banned#32
Mrs.Z
:(:(:(

Just got off the phone and they won't budge an inch - the guy is just saying that he's sorry but the costs are from O2 so no-one has the authority to reduce the charges for me. H ealso said there's no point phoning O2 either because I am dealing with CPW.

Dunnno what to do now (short of paying, of course!). Was gonna phone later on and thry someone else and threaten with OFCOM but I expect that they will just say its not their charges blah blah blah.

The guy has set my extra charges limit at £20 now but then told me that any info takes 48 hours to reach them so thats bloody useless anyway (my words, not his!) and he also said that I cannot switch off my internet settings so all in all a waste of time :(

Don't supposed anyone can offer thier expertise??? x


Not been through the whole thread - but read some of it yesterday. You have to - and should - pay up. Simple as that.

As for stopping it in future - what phone is it? Usually you can break it enough (in a fixable way) to prevent Internet access easily enough.

As an example, if I put rubbish data in the accesspoint setting on my iPhone, clearly it won't allow me any data access over the network.
banned#33
Mrs.Z
Dunnno what to do now (short of paying, of course!). Was gonna phone later on and thry someone else and threaten with OFCOM but I expect that they will just say its not their charges blah blah blah.


What on earth do you think you are going to threaten them with?
I ran up a big bill and the service provider won't reduce it?

Just pay it, as others have said, theres no way they will reduce it.
banned#34
colinsunderland
Mrs.Z
Dunnno what to do now (short of paying, of course!). Was gonna phone later on and thry someone else and threaten with OFCOM but I expect that they will just say its not their charges blah blah blah.


What on earth do you think you are going to threaten them with?
I ran up a big bill and the service provider won't reduce it?

Just pay it, as others have said, theres no way they will reduce it.


All you ever do is criticise, why do you even bother posting

Edited By: juliet_bravo on Oct 19, 2010 18:36: -
1 Like #35
Well it seems you got an unhelpful person, I know everyone is telling you to stop and just pay but I'm more determined... I think it should be at least reduced this is a stupidly high bill.

He said nobody has the authority to remove the charge, thats not true... Maybe one thought, ask to speak to the manager.

Head office switchboard is 020 8896 5000 (source below) You could try to speak to somebody higher up with the relivant authorities to remove it. Normal workers won't have that level of discression probably
#36
Like I said before, I AAAAAAAMMMMMMM going to pay it, but if there is any chance whatsoever I can get even some knocked off then I would rather not pay £200 to CPW which I could spend on other things. I do not believe for a second that O2 have had to pay £200 out of their own pockets for me to download some Ovi apps so I am not asking for them to give me their own money.

Thanks for the help anyway guys x
#37
Mrs.Z
Like I said before, I AAAAAAAMMMMMMM going to pay it, but if there is any chance whatsoever I can get even some knocked off then I would rather not pay £200 to CPW which I could spend on other things. I do not believe for a second that O2 have had to pay £200 out of their own pockets for me to download some Ovi apps so I am not asking for them to give me their own money.

Thanks for the help anyway guys x



at least give it another go with another person, when they say they cant help you. Ask to be put through to their manager
#38
golemsmate
Mrs.Z
Like I said before, I AAAAAAAMMMMMMM going to pay it, but if there is any chance whatsoever I can get even some knocked off then I would rather not pay £200 to CPW which I could spend on other things. I do not believe for a second that O2 have had to pay £200 out of their own pockets for me to download some Ovi apps so I am not asking for them to give me their own money.

Thanks for the help anyway guys x



at least give it another go with another person, when they say they cant help you. Ask to be put through to their manager


i am trying their complaint dept now x
banned#39
DangerGod
colinsunderland
Mrs.Z
Dunnno what to do now (short of paying, of course!). Was gonna phone later on and thry someone else and threaten with OFCOM but I expect that they will just say its not their charges blah blah blah.


What on earth do you think you are going to threaten them with?
I ran up a big bill and the service provider won't reduce it?

Just pay it, as others have said, theres no way they will reduce it.


All you ever do is criticise, why do you even bother posting you tool.


but he's right?

It's akin to me filling up with v power, then claiming I only wanted standard grade.... can I have a discount please?

I don't know colin enough, you might be right, but he's not wrong in this thread. OP should pay.
#40
vibeone
DangerGod
colinsunderland
Mrs.Z
Dunnno what to do now (short of paying, of course!). Was gonna phone later on and thry someone else and threaten with OFCOM but I expect that they will just say its not their charges blah blah blah.


What on earth do you think you are going to threaten them with?
I ran up a big bill and the service provider won't reduce it?

Just pay it, as others have said, theres no way they will reduce it.


All you ever do is criticise, why do you even bother posting you tool.


but he's right?

It's akin to me filling up with v power, then claiming I only wanted standard grade.... can I have a discount please?

I don't know colin enough, you might be right, but he's not wrong in this thread. OP should pay.


Would you feel the same if without noticing ran up a £200 bill? I'm sure you'd want to get out of it

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