If you are an O2 customer, it never hurts to know the rights you have as a user of the cheap Movistar operator. Especially in case tomorrow you have any problem with your Internet service or similar. With this, you will be aware of what you can or cannot do as a consumer. And this will make it easier for you to have an idea of what you can claim from O2.
Just because an operator doesn’t give you problems doesn’t mean you don’t have to know your rights as a customer. Well, the same thing happens at O2. If your experience is good, it doesn’t hurt to know what conditions the operator agrees to meet at different times, and not just when problems appear.
What rights do you have at O2?
As an O2 customer you may not be aware of some of the rights you have. For this reason, here we bring you the points that you should take into account, since they are some of the promises that O2 is committed to fulfilling with its users:
- When there is a change in your rate, O2 must notify you one month in advance of the modification of your contract, such as raising prices or increasing GB. And if you do not agree, they must give you the option to terminate the contract without any penalty.
- At the time of signing up, whether by phone or Internet, you must receive the contract you have signed to know what conditions apply. And if you have not received it, you would have to contact the operator to have it sent to you.
- You have the right to request restriction of international calls and premium rate services. If in your case you do not agree with the additional pricing services and do not want to pay the corresponding part of the bill, be clear that they will not cut off your line, but they will cut off your access to those prefixes in particular (803-806-807 and 905).
- As a customer, you have the right to unsubscribe whenever you want. Although, O2 requests two business days in advance “when it will take effect.”
- If your telephone service is temporarily interrupted, O2 is obliged to compensate you. This amount will vary depending on the time you have not enjoyed the line and the average consumption of the previous three months. And the same thing happens with your fiber (Internet) service.
- Another right you have is related to paying the fiber bill if you do not agree. If you refuse, the operator will cut off your Internet supply, but will maintain the landline.
The solution they give me is not enough
As an O2 customer, you have the option of contacting its Customer Service department through the toll-free number 1551. Although, it is not the only contact option offered by the operator to ask for help or resolve questions. You can send an email to help@O2online.es or, if you are more into social networks, contact the operator through their profile on X (formerly Twitter).
However, the solution that the Telefónica operator gives you will not always be enough, since it does not work for you for any reason. In this case, you should know that if you do not receive a response within 1 month of your request, there is another alternative that you can try.
Once you have the reference number that they give you from O2 when submitting a claim, you can use it to send another claim, but this time to the Telecommunications User Service Office of the Ministry of Energy, Tourism and Digital Agenda. You have two ways: call the phone number 901 33 66 99 or visit their website.
