I’ve just received an email from O2, who provide my home broadband…
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
O2 Home and Broadband
No, that abrupt ending isn’t a mistake – they really did end it with “go to A”. Following the link on “A”, however, takes you to a “Price Changes” page on the O2 website.
There it tells you why they’re changing their prices and show a comparison of the cost of other broadband providers. However, at no point in the email or on that page do they tell you exactly what it’s changing to. I guess they want you to guess.
In the end I had to ring O2 to find my account would be the same (an unlimited account, which they don’t provide anymore) but £2 more.
Announcing price increases such as this rarely bring customer praise – indeed, more than likely people would leave as result. So you’d thought it would be handled well. Surely it can’t be that hard?