Cancelling a phone contract

[old.user4556]

All,

I'm past the 12 month mark for my O2 phone contract, bought from carphonewarehouse (store) - do I write to O2 or carphonewarehouse? I can't seem to find any info on it from the guff, or even in the small print.

Any ideas?

 

[nath]

Contact O2, they should be able to do it. However - if you're thinking of renewing elsewhere - try talking to O2's cancellations dept (customer retention dept). You should be able to get a stonking deal if you say you're leaving for one of Three's deals.

 

[tris-]

when i was leaving o2 it wasnt all that stonking at all.

were gonna charge me £150+for the phone and only give me another 100 mins free per month. which would of taken it to 300 mins or something. and the price was still £35

told em to stuff it, went to 3. got the phone free of charge, got 500 minutes and 175 txt for same price.

basically you just phone em, doesnt really matter where you bought the phone from.

 

[old.user4556]

Just off the phone to them, it's apparently carphonewarehouse i need to write to.

Their offers were total shite - they couldn't (obviously) come anywhere near O2 Online's sim only deal of £25 a month for 1000 cross network off peak minutes and 1000 text messages on a 30 day contract.

I don't want a new handset so it makes sense to get oddles of texts/minutes.

 

[nath]

Hmm - dunno then. I did the same with orange and got an uber deal. Figured it was the same with all networks.

 

[old.user4556]

If i was getting a new phone, then probably but I think because I was sticking with my handset that they were unable to match a sim only deal (particularly an online only sim deal).

 

[nath]

Were you definitely talking to cancellations? They have much more discretion to sort out deals.

 

[old.user4556]

I was (went through all the menu option to 'speak to someone about cancellations'), they put me on hold when i told them about the sim only deal and came back with some offers such as:

a) doubling minutes/text for 6 months (which wouldn't have been too bad actually)
b) the above + new handset

Since i didn't want a new handset and they couldn't rival the online deal, it wasn't worth it - and i want a new number to cut off my bullshitting mate.

 

[Chilly]

heh - clearly not your mate any more then?

 

[Gray]

Hm..

If you have an existing contract with o2 what you need to do is one of 2 things

Send in written confirmation to o2 the sales team give you a disconnection address (It USED to be Runcorn, but some changes have been made over past few months).

You write into said address, and then your o2 contract gets disconnected within 30 days from that point onwards.

The other method would be to request your PAC Code, trusting your CarphoneWarehouse contract ISNT another o2 contract otherwise its not a viable option. This process takes 7-10 days, a lot quicker and less faffing about with paperwork.

Note: You CAN transfer it over to a Pay as you Go, and then get another PAC Code from Pay as you Go to transfer it to your new contract with CPW

I dont know why you were told to write to CPW though... maybe they got the wrong end of the stick, also, the disconnection address is within the Terms and Conditions, you could just bypass speaking to someone else and get it that way

 

[old.user4556]

I have spoken with O2 about cancelling, they know I want to terminate my contract but know I bought it though CPW - they gave me a specific reference and particular address to write to - maybe CPW will deal with the cancellation when they get it.

I couldn't find the address in the T&Cs other than cancelling BEFORE the 12 months was up.

 

[Gray]

Its the same address, exact same process for cancelling your contract early as it is after the 12 month period, the only difference is if you cancel within your 12/18month contract you have to pay whatever your remaining line rental is.

CPW cant deal with the disconnection btw, it has to be the account holder who writes in, signs the letter and speak to our disconnection team about disconnection [Not in that order], the only thing CPW can possibly do is advise on it.

I know in some cases other companies buy out peoples contracts, but i believe all you need to show is the bill with the termination fee on it [Final bill] which all produced AFTER you disconnect your o2 contract

Quickly looking through the Terms and Conditions on the o2 website, its under figure 13.1

 

[old.user4556]

Just to spoke to my mate who's clued up with mobiles - he says CPW are weird with their billing with O2, it's CPW that actually bill you (all the envelopes and bills are CPW branded, with online a small O2 logo) and it's them you need to terminate with, even though it's on the O2 network.

Weird.

 

[old.user4556]

Gray, are you sure?

I've spoken with O2 who told me to write to said address (which is CPW for termination) and my mate has confirmed that it's also CPW I need to write to (to do with their billing).

Don't instill doubt please unless you're completely sure .

 

[old.user4556]

Found this on another website:

Do not; and I really, honestly mean this, do not under any circumstance sign anything at Carphone Warehouse. Your handset may sit on Voda or o2 or whatever network, but CPWH will handle billing and customer services.

 

[Gray]

Oh wait a tick...

At the very beginning, as in when you first took out your contract [Original one] who was it taken out with? Phones4u? o2? The Link? If it was any of those, o2 bill you for them...

However IF you took it out at CPW, like Tesco - o2 only provide the network for them companies and they seperately bill you for your calls/tariff etc.

Was pretty sure you took it out of one of the stores like o2/P4u etc... but if it was CPW then the o2 systems cant bring up any information on their numbers and it probably would have to be done with CPW no doubt


/edit

Re-read one of the posts were you mentioned fractionally it was CPW you bought it from - it will be them then, so the address provided by me will be incorrect definately

 

[old.user4556]

Yeah I bought it from a CPW store.