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I had a problem with them a couple year ago when I got my first contract.
I never went over my inclusive minutes and text messages, yet they charged me for them. And when I called and questioned them, they said that I had gone over, and I quoted all of my bills at them, and they had no reply, so I left and went to another phone company.
i have always been on the wrong tarrif with them, always been overcharged and are takign over 2 months to cancell my contract as i lost the sim in ym bike accident 5 months ago! There customer services are also shite!
Been with them for 3 years now and would have to say that the customer service has got better.
Phoned up about an upgrade a couple of weeks ago and wasn't even put on hold. After a bit of persuasion got a decent deal on a 12 month contract. The even sent out confirmation details of my new contract, which never used to happen.
I've been with o2 for about 6 years on contract now, never had a problem til Oct when had to two faulty K850is but o2 accepted my request for a different phone and I eventually got a free N82 plus better contract!!