Joshua, 18 Feb. 2025 , 06:12pm
Hello

O2 Virtual Assistant, 18 Feb. 2025 , 06:12pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 18 Feb. 2025 , 06:12pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Joshua, 18 Feb. 2025 , 06:13pm
07474661667

O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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Joshua, 18 Feb. 2025 , 06:13pm
Technical Support 🔧

O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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Joshua, 18 Feb. 2025 , 06:13pm
Data

O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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Joshua, 18 Feb. 2025 , 06:13pm
Roaming

O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
[Rich Content]
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Joshua, 18 Feb. 2025 , 06:13pm
Data not working

O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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Joshua, 18 Feb. 2025 , 06:13pm
No

O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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Joshua, 18 Feb. 2025 , 06:13pm
Yes

O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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Joshua, 18 Feb. 2025 , 06:13pm
👎 No

O2 Virtual Assistant, 18 Feb. 2025 , 06:13pm
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Joshua, 18 Feb. 2025 , 06:13pm
Speak to an Expert

O2 Virtual Assistant, 18 Feb. 2025 , 06:14pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 18 Feb. 2025 , 06:14pm
[Rich Content]
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Joshua, 18 Feb. 2025 , 06:14pm
It’s about my Account

O2 Virtual Assistant, 18 Feb. 2025 , 06:14pm
Thanks! 🙏
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O2 Virtual Assistant, 18 Feb. 2025 , 06:14pm
Please can you confirm your full Name
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Joshua, 18 Feb. 2025 , 06:15pm
Joshua Brettell

O2 Virtual Assistant, 18 Feb. 2025 , 06:15pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Joshua, 18 Feb. 2025 , 06:15pm
Yes

O2 Virtual Assistant, 18 Feb. 2025 , 06:15pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Joshua, 18 Feb. 2025 , 06:15pm
I was told on 03/02/25 that I was able to use my Internet in Brazil as it was part of my plan. Now I am being told that it is not part of my plan. This is unacceptable as if I’d have known I would have budgeted for this for my travels, now you have left me with no Internet in Brazil.

Info [Automated], 18 Feb. 2025 , 06:15pm
You are now connected to Suraj, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Suraj will be replying in a few minutes.
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Joshua, 18 Feb. 2025 , 06:15pm
I am now in Brazil with no Internet because of apparently incorrect information given to me prior to my travels.

Suraj, 18 Feb. 2025 , 06:26pm
Hi Joshua, thank you for being patient while waiting for my response and completing the security check. I'll certainly check your account and help you with roaming query.  
  
I will help you with the roaming details in Brazil.  
  
I can see that you're having O2 Travel bolton on your account.  
  
The country you're is listed in our O2 Travel Bolt On and it is the perfect way to stay connected when you're travelling outside of our Europe Zone. It costs £7 a day in selected destinations outside Europe. And that gets you all the data you need, unlimited minutes to make and receive calls and unlimited texts to send each day within your travel destination and back to the UK. These allowances won't affect your standard UK allowances. Voicemail (901) is included.  
  
Let me help you with the features of this bolt on :  
  
You'll only be charged on the days you use O2 Travel. The daily charge applies from midnight to midnight local time (based on the capital city of the country you're in), and will be triggered if you make calls, send texts or use data. It won't be triggered by receiving calls or texts. There's no upper usage limit on data, but data speeds might vary. Sending a media message will cost the same as your UK tariff. You can receive up to unlimited minutes of calls a day without charge, even if you don't trigger O2 Travel. If you do trigger O2 Travel, these received calls will come out of your unlimited minute allowance. After the usage £0.55 for sending a MMS/Media message and £7.20 per MB data usage. You can also check the standard charges on : [http://international.o2.co.uk/internationaltariffs/travelling_abroad](http://international.o2.co.uk/internationaltariffs/travelling_abroad)  
*You might have to search for the network manually if required.  
  
I request you to check our network partner in Brazil.  
  
Claro SA (Telecom Americas)  
Nextel  
TNL PCS S.A. (Oi)  
Vivo  
Vivo MG  
Just to inform you, if you are travelling via Ships/ferries/Airplane :  
Most cruise ship and ferry companies offer mobile network services to passengers while on board. However, these services are sourced by the cruise ship and ferry companies via foreign networks that use satellite communications to connect to their home network. As a result call, text and data charges are charged as the standard roaming rates. For more information regarding O2 Travel Zone Bolt On, you can visit the link : [https://www.o2.co.uk/shop/international/using-phone-abroad](https://www.o2.co.uk/shop/international/using-phone-abroad)  
You cannot use Mobile Broadband accounts when roaming as per the T&Cs on the account. Mobile Broadband accounts include data only Dongles, Mi-Fi, Tablets, iPads and secondary (Member) Sharer Data SIMs. You can use Wi-Fi internet sharing/USB tethering from a standard voice tariff when roaming.  
  
Accidental roaming occurs when you're in an area close to a national border and your phone picks up the network across the border. If this happens, you may be charged as though you were roaming in the country across the border. You can prevent this by choosing manual, rather than automatic, network selection on your handset and then manually choosing the O2 network. This way if you lose the O2 network, your handset won't try to connect you to a different one.  
  
O2 International Helpdesk number is <PRESIDIO_ANONYMIZED_PHONE_NUMBER>. The number is free from an O2 Consumer Pay Monthly mobile, other providers' charges may vary. Calling team opening timings: Monday–Friday 8am-8pm, Saturday 8am-6pm, Sunday 9am-6pm.
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Joshua, 18 Feb. 2025 , 06:27pm
No I have the Inclusive Bolt on, I had to use the Zone 2 Bolt on yesterday as this is not working. I was told previously that my inclusive bolt on would cover me in Brazil prior to my travels, I am now in Brazil and have been told that my bolt on doesn’t cover it.

Joshua, 18 Feb. 2025 , 06:28pm
This means I have been given incorrect information prior to my travels, now I would have budgeted for this had I known prior. Your customer chat has given me incorrect information on 03/02/2025

Joshua, 18 Feb. 2025 , 06:28pm
If you go back in my chat history you will see this

Suraj, 18 Feb. 2025 , 06:36pm
Yes, I have checked all the notes and I can see that you have been misinformed that the O2 Travel inclusive bolton covers brazil charges.  
  
I regret that fact that you have had to deal with this.  
  
That's really frustrating! I can understand why you're upset, especially since it seems like a simple mistake caused such a big inconvenience. I'm truly sorry this happened.  
  
But just to inform you that you're having O2 travel bolton therefore you will be able to use the services.  
  
I discussed your scenario with my supervisor and as a token of apology we would like to add a credit of £10 on your account. We would really appreciate if you could accept this.
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Joshua, 18 Feb. 2025 , 06:38pm
I feel like my compensation should be more, as I am here for 3 weeks. The bolt on is £6-£7 a day so the compensation you’re offering doesn’t even cover more than a day of roaming. I was expecting to be able to use this service but have been given incorrect information. I feel at the very least I should be compensated more, covering my trip for the inconvenience caused by incorrect information.

Suraj, 18 Feb. 2025 , 06:45pm
Joshua, I understand your concern and please be rest assured as you return to UK we will compensate for the same.  
  
May I know if you're okay with £10 currently.
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Suraj, 18 Feb. 2025 , 06:51pm
I hope I’m not disturbing you, wanted to check if you need any more information regarding your roaming query?
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O2, 18 Feb. 2025 , 06:58pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 18 Feb. 2025 , 06:58pm
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Joshua, 18 Feb. 2025 , 07:02pm
Yes, continue ✔️

O2, 18 Feb. 2025 , 07:02pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
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Joshua, 18 Feb. 2025 , 07:02pm
Sorry I am having trouble with WiFi

Joshua, 18 Feb. 2025 , 07:02pm
£10 I don’t feel is adequate compensation for the inconvenience caused.

Joshua, 18 Feb. 2025 , 07:03pm
What do you mean by you will compensate me for the same when I return to the UK?

Info [Automated], 18 Feb. 2025 , 07:06pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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