O2 Phone Contract

[bad company]

I wasn’t sure whether to post this here, in legal or computers & stuff so moderators please feel free to move it.

My sister returned from working abroad about 10 years ago. She couldn’t get a mobile phone contract as she had no credit rating som our mum took one out for her. My sister has been happily using the number and paying the bills but the contract remains in mum’s name. The problem we now have is that sadly mum has a terminal illness and won’t be around too much longer. O2 want a lot of £’s to transfer the contract from mum to my sister.

Is there a way? It’s not as if O2 would be out of pocket, my sister’s happy to continue with the contract.

[eybic]

Surely she's built up a credit rating now? If so then providing the current number/ phone is out of contract she can take out her own and ask for the PAC to transfer the number?

I guess the fee they are referring to is due to a long time being left on the contract? If so then there is little you can do about it unfortunately.

[Butter Face]

bad company said:

O2 want a lot of £’s to transfer the contract from mum to my sister.

What do you mean? They normally don't charge anything for transferring contracts but may ask for a large security deposit which would be returned when she pays all the bills.

[DizzyN]

bad company said:

I wasn’t sure whether to post this here, in legal or computers & stuff so moderators please feel free to move it.

My sister returned from working abroad about 10 years ago. She couldn’t get a mobile phone contract as she had no credit rating som our mum took one out for her. My sister has been happily using the number and paying the bills but the contract remains in mum’s name. The problem we now have is that sadly mum has a terminal illness and won’t be around too much longer. O2 want a lot of £’s to transfer the contract from mum to my sister.

Is there a way? It’s not as if O2 would be out of pocket, my sister’s happy to continue with the contract.

I used to work for O2, though quite a few years ago now. Although a long winded process, you used to be able to transfer a contract from one party to another, subject to the new party passing a credit check. Those in store will probably not be able to help (unless you book an appointment with an O2 Guru, generally they're a little more clued up and you've a half an hour appointment with them) as staff turnover is high and this isn't a question posed often. If your sister's credit rating isn't great, she indeed may be asked for a deposit, though having returned 10 years ago I'm going to assume it'll generally be okay unless going after an iPhone X or similar. I don't know who you spoke to on the phone but make it explicitly clear that your sister is wanting to take over the contract and not cancel it and port the number across.

If you're in northwest London, can recommend a guy I used to work with that should be able to help out more!

To add, when you speak to a human on the phone, make sure they're aware of the situation. I've had no issues when dealing with CX service on the phone to more sensitive issues such as yours.

Also, sorry to hear of your sad news, wishing you and your family all the best.

Final edit: I've just had another look online and it seems as if you can NOT transfer the contract. I'm going to assume your sister has been upgrading the phone, meaning she may be on an O2 refresh contract, where you can pay for the device and bill separately. O2 are probably asking for the outstanding amount on the device plan as an upfront and final payment to cancel down the contract, allowing your sister to take out a new one (subject to a credit check) and then transferring the number. It may be worthwhile
a) holding out until absolutely necessary and in the meantime allowing your sister to act as a nominated speaker on the account considering your circumstances
b) trading in your phone against the device plan cancellation cost.

Edited by DizzyN on Tuesday 19th December 10:42

[bad company]

Thanks very much for all your help especially DizzyN.

To clarify my sister now has a good credit rating but the current contract runs until April.

I wonder if she could just carry on paying the monthlies ( the direct debit comes from my sisters account). O2 would never know that Mum isn’t there any more?

[DizzyN]

bad company said:

Thanks very much for all your help especially DizzyN.

To clarify my sister now has a good credit rating but the current contract runs until April.

I wonder if she could just carry on paying the monthlies ( the direct debit comes from my sisters account). O2 would never know that Mum isn’t there any more?

The last option is to continue as is and then deal with the contract itself, including the cancelling down or (if possible) the transferring of the contract when you have to. From what I recall, we dealt with customers (in store) that had to cancel the contracts after the unfortunate passing of a family member. Overall, I'd say to not worry about the phone contract for now, though do make sure that O2 have either you or your sister noted as being able to handle the contract matters considering your mother's poor health (this will not allow you to do anything in store though as they cannot see any notes that telephone customer services may add). This can be done by calling customer service (not forgetting to mash "0" as soon as you're given number options to avoid the dreadful automated service!!). Any other help you need, just let me know and I'll see if I can get the up to date answers for you.

[bad company]

DizzyN said:

The last option is to continue as is and then deal with the contract itself, including the cancelling down or (if possible) the transferring of the contract when you have to. From what I recall, we dealt with customers (in store) that had to cancel the contracts after the unfortunate passing of a family member. Overall, I'd say to not worry about the phone contract for now, though do make sure that O2 have either you or your sister noted as being able to handle the contract matters considering your mother's poor health (this will not allow you to do anything in store though as they cannot see any notes that telephone customer services may add). This can be done by calling customer service (not forgetting to mash "0" as soon as you're given number options to avoid the dreadful automated service!!). Any other help you need, just let me know and I'll see if I can get the up to date answers for you.

Thanks.

I would just add that it’s a sim only contract. My sister has her own unlocked phone, she just wants to keep the number she has had for years.

Edited by bad company on Tuesday 19th December 18:27

[Butter Face]

bad company said:

DizzyN said:

The last option is to continue as is and then deal with the contract itself, including the cancelling down or (if possible) the transferring of the contract when you have to. From what I recall, we dealt with customers (in store) that had to cancel the contracts after the unfortunate passing of a family member. Overall, I'd say to not worry about the phone contract for now, though do make sure that O2 have either you or your sister noted as being able to handle the contract matters considering your mother's poor health (this will not allow you to do anything in store though as they cannot see any notes that telephone customer services may add). This can be done by calling customer service (not forgetting to mash "0" as soon as you're given number options to avoid the dreadful automated service!!). Any other help you need, just let me know and I'll see if I can get the up to date answers for you.

Thanks.

I would just add that it’s a sim only contract. My sister has her own unlocked phone, she just wants to keep the number she has had for years.

Edited by bad company on Tuesday 19th December 18:27

If it’s Sim Only, what exactly have the asked for money for?

Give 30 days notice, get a PAC code and transfer the number out to a PAYG Number. Sorted.

She can always go back to Sim only if needed.

[bad company]

Butter Face said:

If it’s Sim Only, what exactly have the asked for money for?

Give 30 days notice, get a PAC code and transfer the number out to a PAYG Number. Sorted.

She can always go back to Sim only if needed.

There’s still a minimum contract time with many sim only deals. I’m with 3 Mobile on a fixed 12 month contract.

[-Pete-]

I'd like to recommend GiffGaff PAYG, they use the O2 network, excellent value for money, no lock-in. My daughter and wife each have 3GB deals for £10/month.

[Butter Face]

bad company said:

Butter Face said:

If it’s Sim Only, what exactly have the asked for money for?

Give 30 days notice, get a PAC code and transfer the number out to a PAYG Number. Sorted.

She can always go back to Sim only if needed.

There’s still a minimum contract time with many sim only deals. I’m with 3 Mobile on a fixed 12 month contract.

So what’s the term left and the monthly payment?

[bad company]

We spoke with customer services yesterday evening. My sister has to open a new contract at the O2 today and transfer the number.

I think they took pity on us.

[Sir Bagalot]

They offered a new contract to tie her in.

I honestly don't know why you were over complicating matters especially as your sister was paying the DD. Simply let the contract run, ask for the PAC code. Simples. Your sister might have had to pretend to be your mum to get the PAC but she'd know all the details and answers to questions.

BTW, 30 day contract with Plusnet is my favoured sim only

[bad company]

Sir Bagalot said:

They offered a new contract to tie her in.

I honestly don't know why you were over complicating matters especially as your sister was paying the DD. Simply let the contract run, ask for the PAC code. Simples. Your sister might have had to pretend to be your mum to get the PAC but she'd know all the details and answers to questions.

BTW, 30 day contract with Plusnet is my favoured sim only

Thanks, I will suggest that as an alternative,

My favourite is 3 mobile, free roaming in many countries.