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Original poster

What are my rights? 02 crooks!

43 replies

Henrysmycat · 28/09/2017 09:42

So, when I got my phone O2 you told me it was better if I had my phone to 'automatic' connection as the signal in our area is a bit rubbish. It was done in the shop, no problem. We live in a blind spot of 3G and nothing so it was easier for me to have it to automatic.

So, we finally went on holiday overseas and I paid a daily flat fee when I used my phone and was ok to have my daily rates. So far so good. But my phone lost contact with local telephone company and AUTOMATICALLY connected to A NORWEGIAN CRUISE SHIP and started to push notifications while I was asleep.

I'm now the equivalent of £80 to be exact lighter and O2 want me to pay no questions asked.

I escalated but the escalation manager either doesn't give a shit or stupid because she had no idea what I was talking about despite the file and the previous escalation from the bot to someone in India to some "agent smith". what are my goddamn right?
Has anyone had anything happened to them like that?
And be careful when you are overseas!

OP posts:
MrsMargeSimpson · 28/09/2017 09:53

Is this WiFi you’ve connected to? I’m very confused by your problem to be honest, how can a phone ‘automatically’ connect to a cruise ship? If it’s WiFi then you have to take some responsibility for choosing not to switch off the automatic connection when you went overseas. The advice you were given pertained to Home did it not?

AppalachianWalzing · 28/09/2017 09:59

Something like this happened to me- I was on 3 where you're not charged any differently using your phone in the UK of Ireland and i got the ferry, not realising there's an 'at sea' network which isnt in the EU roaming area- I think it's basically international waters- and my phone connected to that network and it cost be about 80£ for having it on in the background auto-updating on a three hour ferry ride.

To be honest, I didn't do anything about it, to an extent it's your responsibility to check you're connected. I'm not sure it's O2s fault specifically- telling you that connecting to any network at home won't charge you is fair if it doesn't, the issue is what they told you about travelling abroad. It's worth trying to escalate a complaint but I don't think it's automatically their fault, however if you were standing on the shore in Norway and had free roaming in Norway and your phone auto-connected to a passing ship with an @sea network that charged you that does seem v unlucky.

Original poster
Henrysmycat · 28/09/2017 10:02

MrsMargeSimpson, you know on iphones, where it has on settings "network selection"? There is a button there that is set to automatic or manual. I was told by 02 to chose automatic so even when the signal drops in my house, to still connect on the O2 network.
Nothing to do with wifi. if you have a iphone do check.
When you are overseas, if you have the network to automatic, it connects to whatever local mobile phone signal is stronger. When I was in Latin America, that was a Norwegian cruiseship that had the signal and not the local mobile phone company! hope that makes sense. But do check if you have O2.

OP posts:
NumbNelly · 28/09/2017 10:02

Why is it O2's responsibility to check your data settings when you leave the country?
They've done nothing wrong - you just need to be more vigilant

Original poster
Henrysmycat · 28/09/2017 10:05

Appalachian, I was in a poorly connected area of Latin America. Stay at a beach place there. You are right. I was told nothing. Only about going overseas and to have my local rates for a flat fee.

OP posts:
Purplemeddler · 28/09/2017 10:05

The advice is always to turn off data roaming when you go overseas. Just being connected to an overseas network doesn't cost anything even if it's a Norwegian cruise ship. But as soon as it starts downloading emails and the like, it will cost.

My phone has a warning about it. So did my previous phone. Does your phone not warn you about having data roaming on when overseas?

I don't think it's 02's fault.

MrsMargeSimpson · 28/09/2017 10:05

That is not O2’s responsibility it’s yours. Did you ask what to do when you went abroad? If not then you should have turned it off again, surely?

Original poster
Henrysmycat · 28/09/2017 10:06

NumbNelly, because they told me to. that's why. and because they didn't inform me of this when I spoke to them prior to my trip.
hope it does not happen to you

OP posts:
Original poster
Henrysmycat · 28/09/2017 10:08

Everyone, it was not DATA roaming! It was not wifi. O2 told me to do that and keep it on automatic. ok?

OP posts:
MrsMargeSimpson · 28/09/2017 10:08

Did you actually ask them about that issue? Did you specifically ask if you should keep it turned on? If not, they aren’t psychic! How are they supposed to know to tell you to do something you haven’t asked about?

OnionKnight · 28/09/2017 10:08

It's your fault, not O2's.

MrsMargeSimpson · 28/09/2017 10:09

Everyone, it was not DATA roaming! It was not wifi. O2 told me to do that and keep it on automatic. ok?

You’re not answering the question. Did you specifically ask about keeping it on/Off in Latin America?

NumbNelly · 28/09/2017 10:09

Henrysmycat Nope. According to your OP they recommended it for the pior connection in YOUR area.
If you're leaving the country, the onus is on you to check.

Original poster
Henrysmycat · 28/09/2017 10:09

Are you guys reading the reply or are you rude and obnoxious just for the sake of it?

OP posts:
MrsMargeSimpson · 28/09/2017 10:11

We are reading - you aren’t answering!!

howdoyoudecide · 28/09/2017 10:11

You are confusing mobile data with automatically connecting to a phone company. I have just checked my phone. I have mine set to automatic for EE but mobile data is under a different section and I always turn that off when I go abroad unless I have paid for a data bundle whilst away.

howdoyoudecide · 28/09/2017 10:12

You must have had your data on or it wouldn't have downloaded anything.

Hereward1332 · 28/09/2017 10:13

I'm not sure everyone has read the thread properly. Or I have misunderstood. OP was on holiday in South America, and paid for data roaming in country. On the beach there, the strongest signal was from a Norwegian cruise ship, not one of the national networks, so her phone connected to that. She was charged £80 as it wasn't covered by her data plan.

How is that her fault? The fact she was abroad is a red herring. She could have been enjoying the air in Bangor, but her phone connected to a stronger signal.

Not sure it's entirely o2's fault as they weren't responsible for choosing the connection, but ethically they should waive the fee.

Sirzy · 28/09/2017 10:14

I think it’s you who is being rude and obnoxious as you don’t seem to like that people are saying you should have ensured your settings where right.

Turning data roaming (which covers 3G etc) off when abroad is pretty common practice.

Maudlinmaud · 28/09/2017 10:15

Op I'm pretty certain you have made an error. People are answering you based on the info you've provided.

Original poster
Henrysmycat · 28/09/2017 10:15

I did talk to them about it. We arrange for MY local rate when I was going to be charged a flat fee of £5. How would I know, that what was going to happen?

OP posts:
RainbowPastel · 28/09/2017 10:16

It's YOUR responsibility to ensure your phone is set up correctly. You are the one being rude and obnoxious Hmm

Original poster
Henrysmycat · 28/09/2017 10:16

Hereward1332!!!
THANK YOU!!! this is exactly what has happened!!!!
THANK YOU SO MUCH!

OP posts:
fizzicles · 28/09/2017 10:17

It sounds like the issue is OP paid a daily fee to use local data in the area she was staying, but got charged because her phone connected to the cruise ship instead. I'd say it is worth arguing the case, because when you paid the daily fee, you assumed this would cover you. I would ask O2 to waive the additional charge as a goodwill gesture. It's not the same as just using data abroad and complaining about a massive charge

MrsMargeSimpson · 28/09/2017 10:17

How is that her fault?

Because she didn’t turn it off. It’s her phone, how are O2 supposed to do it for her?

Not sure it's entirely o2's fault as they weren't responsible for choosing the connection, but ethically they should waive the fee.

Ethically, why should they? They haven’t caused the situation Hmm

Unless the OP did specifically ask and get wrong advice, but she won’t answer that.

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