I appreciate the relatively quick response, but was in honesty disappointed with the outcome. Initially I was offered 6 months free, with the contract starting from today.

My contract started end of November, when the contract was agreed.
Chris then came back with an offer of the contract starting on the correct date (November, which is when I entered into the contract with O2) and 6 months free rental of the modem (£90).

Chris said O2 could not check my call anymore, because O2 had deleted the record of the call.

Given the 9 MONTHS of negligence on O2's part, the time and hassle it has given me and the bad press it has attracted to O2, if I were O2 I would take a more pro-active approach and rather argue over the remaining £90.00 of the contract, perhaps actually honour the ORIGINAL CONTRACT which was made.

If I don’t honour my contract with O2, you take me to court. When O2 doesn’t honour the contract, you try and renegotiate it.

The £90 credit was welcome; but I am stunned that after this level of bad coverage you don’t simply honour the original deal. Chris confirmed that a manager had stated on the account notes “Its correct the customer was offered the broadband wifi free”.

Chris said “This is ambiguous as he may have mean the USB mode, not the contract”. EXCEPT, that the USB modem is FREE on all your 18 month contracts anyway!

Instead of finally feeling happy that O2 has made an effort to resolve a serious problem with a loyal customer, I'm left feeling O2 would still rather penny pinch over £90 when I spent thousands each year the work accounts I oversee, but most importantly not honour the original contract and tariff agreed.

That is what this has all been about; not the £15 a month, but delivering what I was promised. Sadly, the promise has not been honoured and now never will be, as I've tired and accepted Chris' offer of 6 months free £15 rental. Perhaps the extra £90 revenue O2 will make as a consequence, can be spent on something useful, like O2's data structure?

So O2, you've partially won this battle, but as far as keeping my loyal custom, you may have lost the war.

I appreciate the relatively quick response, but was in honesty disappointed with the outcome. Initially I was offered 6 months free, with the contract starting from today.

My contract started end of November, when the contract was agreed.
Chris then came back with an offer of the contract starting on the correct date (November, which is when I entered into the contract with O2) and 6 months free rental of the modem (£90).

Chris said O2 could not check my call anymore, because O2 had deleted the record of the call.

Given the 9 MONTHS of negligence on O2's part, the time and hassle it has given me and the bad press it has attracted to O2, if I were O2 I would take a more pro-active approach and rather argue over the remaining £90.00 of the contract, perhaps actually honour the ORIGINAL CONTRACT which was made.

If I dont honour my contract with O2, you take me to court. When O2 doesnt honour the contract, you try and renegotiate it.

The £90 credit was welcome; but I am stunned that after this level of bad coverage you dont simply honour the original deal. Chris confirmed that a manager had stated on the account notes “Its correct the customer was offerred the broadband wifi free”.

Chris said “This is ambigous as he may have mean the USB mode, not the contract”. EXCEPT, that the USB modem is FREE on all your 18 month contracts anyway!

Instead of finally feeling happy that O2 has made an effort to resolve a serious problem with a loyal customer, I'm left feeling O2 would still rather penny pinch over £90 when I spent thousands each year the work accounts I oversee, but most importantly not honour the original contract and tariff agreed.

That is what this has all been about; not the £15 a month, but delivering what I was promised. Sadly, the promise has not been honoured and now never will be, as I've tired and accepted Chris' offer of 6 months free £15 rental. Perhaps the extra £90 revenue O2 will make as a consequence, can be spent on something useful, like O2's data structure?

So O2, you've partially won this battle, but as far as keeping my loyal custom, you may have lost the war.

@misaerichwoods What's most dissapointing is that even after this, @O2 nor anyone else at O2 has seen it as appropriate to respond in any way. I guess they really dont care about losing business, even if it's in 4 digits. I should perhaps take the hint which I should have taken some considerable time ago.

I had been with T-Mobile for years until I started to get into mobile web at which time their prohibitive charges and poor speeds made me look elsewhere…

I've been with 02 for 2 years now and they've still not managed to figure how to let the Palm Treo 750 I bought on their contract send MMS…

I got so frustrated I bought a Nokia e71 on 3. Only to find it only works in my house if I sit in the bathroom…

Whilst I do find that they've all got a certain “grrrrrr” factor to their service, I completely agree that 02's customer service is about as much fun to experience as a poke in the eye with a sharp stick. And that's the big issue. I can forgive a company that makes mistakes if they fix them. O2 aren't winning much love at the moment.