Bad news from O2 Home Broadband, but they may not tell you

8 February 2011

Bitterwallet - O2 FAILAh, O2. What are you up to here, then? You announce you're increasing the price of your home broadband service by 21% - from £7.50 to £9.50 - but you don't tell some of your customers?

On Friday, avid Bitterwallet reader Ceri received an email from [email protected]:

Our Home Broadband prices are changing

Internet use has changed dramatically over the last few years and this is likely to continue. We need to increase our prices so we can still give you the level of service you’d expect from us.

From 31 March 2011 your monthly broadband cost will be £9.50. Any discount or free period you already have – like a three months free offer – will stay unchanged.

You don’t need to do anything, but if you’d like to know more about your options, or want to compare our prices to the market, go to o2.co.uk/pca

The link takes you to a comparison table on O2's website, but doesn't show what O2's prices are - at least the email provides the pricing information, so the customer is aware of what's occurring.

Not so for avid Bitterwallet reader Craig, who yesterday received the same email from the same O2 email address. Well, almost the same email. Three days after Ceri had been informed of the price changes, the message from O2 had changed too:

Our Home Broadband prices are changing

Internet use has changed dramatically over the last few years and this is likely to continue. We need to increase our prices so we can still give you the level of service you’d expect from us.

From 31 March 2011 Any discount or free period you already have – like a three months free offer – will stay unchanged.

You don’t need to do anything, but if you’d like to know more about your options, or want to compare our prices to the market, go to A

Craig doesn't receive any discounts from O2 and, like Ceri, pays £7.50 a month. Database error or otherwise, Craig wasn't aware his bill was jumping up by over a fifth. The link in Craig's email redirects to the same page as Ceri's email did - the one with no pricing information for O2. "'You don't need to do anything' sounds like 'these aren't the droids you're looking for' or 'pay no attention to the man behind the curtain'," said Craig.

Craig also points out the justification given for jacking up the prices doesn't make much sense either:

Internet use has "changed dramatically", but the cost of providing internet access has come down over the last five years as the infrastructure has been rolled out; routers both at home and on the back-end have become commodity items, and wholesale internet prices are dropping.

Bitterwallet has kindly informed Craig what his new home broadband bill will be from the end of March. You're welcome. Anyone else receive vague and unspecific notions of price increases from O2?

TOPICS:   Broadband

21 comments

  • Tweedskin
    I got this from O2 last week and phoned them up as the linked page talks about home phone and broadband (not just broadband) and wasn't very clear. It took 45 mins on the phone for them to confirm that i will keep the discount so that my bill goes up to £9.50. Fair play to them for putting this on the page though....better than those T-Mobile fuckers.. 3. We believe we offer a fantastic value for money broadband and home phone service. However you can leave without penalty if you tell us within 30 days of receiving your price change notification letter or email. Call 0800 230 0202 and choose option 1 (Home Broadband), 5 (Leaving O2), then 2 (Leaving O2). If you don’t contact us before 31st March 2011 then the new prices will take effect from your first bill date after that.
  • M4RKM
    Still not got my e-mail or letter informing me of this change. As soon as I do though, i'll give them my 30 days notice on my broadband, and my mobile phone, they can stick them where the sun don't shine. M
  • Stu_
    M4RKM, make sure you do your homework before you leave. The grass is not necessarily greener.......
  • Fred
    Prices may be going up but O2 is still the best broadband I have ever had (only others being BT and Sky) so as long as their customer service stays decent and service doesn't deteriorate I'm more than happy to stay for a few quid more.
  • M4RKM
    I'll go back to Sky Broadband, who I was perfectly happy with. I only get 2mb on an ADSL 2+ line as i'm so far away. I only left Sky because then I didn't have sky talk as I had a cheapo deal with BT. Now i'm with sky for calls, I might as well give the man even more money. Also, I really don't use my mobile phone that much, so I can just knock that down to a payg, and save even more money, which i've been considering for a number of months already. M
  • Helpful
    @M4RKM - Or rather than PAYG, consider a rolling monthly contract with GiffGaff, £10 a month for 250 mins, unlimited texts and Unlimited Broadband, makes it easier to budget! http://www.hotukdeals.com/deals/250-mins-unlimited-texts-truly-unlimited-internet-10-a-month-giffgaff-no-referra/865252
  • Alexis
    I pay £12.50 a month and haven't had any email about price changes?
  • Bourne_Tragedy
    It's worthwhile noting this page (link on O2 broadband homepage): http://broadband.o2.co.uk/home/pcd.jsp Shows the new prices for the current broadband contracts, but not the older-style ones.
  • Marky M.
    My £10 a month has just gone up to £10.21 but that's to cover the VAT rise (and I thought I'd got away with it too...) Heard nothing about any other rises though.
  • Faceman
    I got the second one. Bastards.
  • Phil76
    Nothing here from O2 yet. Guess it's time to start looking at alternatives then
  • Marky M.
    I spoke too soon. Just got a mail telling me it's going up to £13 a month from 31st March.
  • Jamie F.
    I have been broadband supplied by BT, Virgin, Sky, O2 Home Broadband. O2 has been my worst experience e.g. broadband drop outs, some billing problems when leaving them, etc. I wouldn't go back to them.
  • Jamie F.
    In this marketplace, you have to keep switching to get the best monthly rate and the all important cashback.
  • Ben
    To echo the other points - I don't see a £2 price increase over the last two years as excessive. I'm not a shill or O2, but I've got to say, there service has hands down been the best I've ever had with internet. No throttling, decent modem, good connection, etc etc, and helpful friendly support you can get through to. Considering how aggressively we're being fisted in other areas, I'm cool with an extra £2.
  • Ben
    good GRIEF my grammar and spelling are awful. "For O2", "Their". I can only apologise.
  • Az
    O2 has been the best ISP I have been with, one glitch in 2 years, far better than my Sky or Virgin Services Ive had, £2 rise isnt a big deal for good internet and good service, Im happy to keep my service with them
  • Fox B.
    I finger badgers.
  • Scott C.
    Perfect for me! Means I can switch to Sky Broadband and get Anytime + (which came out a couple of weeks after I re-signed up with O2 for a year grrr). :D
  • Karen
    I have received the same letter today only mine has gone up to £14.50 a month! Seeing as I only use it for my broadband how did I manage that?
  • john a.
    mines gone up to £20 50 and im coming off

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