O2 INTERNATIONAL RATE FOR CHANNEL ISLES

Please be aware if you are an 02 mobile customer. It has come to our attention that calling the Channel Islands (Jersey, Guernsey, Alderney and Sark) is now being charged at an international rate and customers are receiving extremely large phone bills.

A HG employee called 02 customer services to check their policy regarding phoning the Channel Islands and was assured that they would be charged at their local rate, however once their phone bill came in they had in fact been charged at an international rate.

Upon querying the bill an 02 manager apologised and explained that when the initial phone call was made asking about call charges to the C.I they were in fact charged at the local rate however a matter of days later their policy changed and customers were charged at the higher rate, therefore they received a large phone bill that they were at first assured would not happen.

When calling the Channel Islands there is no international code applying to both mobile and landline phone numbers the majority of mobile numbers begin with 077 and the landlines 014. This makes it virtually impossible to know at what rate 02 are charging customers.

We don’t know if other mobile phone networks are following suit, but we are now looking into it.
We have lodged a complaint with o2 with regards to refunding us for these calls, as we were wrongly advised. We will keep you posted.

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