Got an iPhone with o2? You NEED to read this – UPDATED

With o2? Got an iPhone? You know you can make a phone call and still use mobile data, right?

Well, supposed to. Ok, I’m awkward, I work in IT so I actually use this, but suppose someone rings me on my phone, I shove it on speakerphone, tap the home screen then go out to google, yup, you can do that, at least… you’re supposed to, in fact, you used to.

For whatever reason, I, my mother, my friends, and various other people who are on o2 can no longer get it. Case in point, today I made a normal phone call, in a 3G area (with signal) and wanted to check google, all of a sudden, BOOM, nope, can’t do it.

Ok, let’s make it clear just so you all don’t start ranting and raving here.
If you are in a 3G area or connected to WiFi this should work, if you are NOT in a 3G or WiFi area, this will not work

For the record, this DOES work in WiFi for me.

So, I called o2, guess what? No-ones ever heard of it. Some even claim that the phone technically cannot do it! so here’s a few facts for you.

This is the same phone that has been released in the US on AT&T who offer this as a feature, the phone is more than capable of doing this in a 3G area

and

From a technical standpoint, the 3G architecture that is used on the phone is more than capable of it

Ok, so that aside, maybe it’s just an o2 thing? Well,

Here is a link to the o2 help website that proves you should be able to do it. In fact, here are two links, I’ve not shortened them, and they link to the original page just in case. This post was written and these pages were present at 9:35 GMT on Thursday 17 2011

The first link is not iPhone specific

So, as you can see, o2 say that you can do it on a current, live page. And just so we are sure, here’s the link to the iPhone SPECIFIC page (you will need to click on the fourth link down)

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=184,E=0000000002965095373,K=2583,Sxi=4,T=test_main,Problem=17348,varset_BBDISP=Internet%20help,question=ref(User):str(Mobile)

And so that we are clear once more, here’s a screenshot of the page…

And just so we know that this hasn’t been implemented in the last few days….

http://webcache.googleusercontent.com/search?q=cache:ZtSOT4oCuPMJ:service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/%3FSt%3D167,E%3D0000000002942652877,K%3D7443,Sxi%3D3,T%3Dtest_main,Problem%3D17348,varset_BBDISP%3DInternet%2520help,question%3Dref(User):str(Mobile)+can+i+make+a+call+and+use+the+internet+at+the+same+time+uk+iphone+o2&cd=1&hl=en&ct=clnk&gl=uk&source=www.google.co.uk

And here’s a screenshot of the Google Cache that shows all of this…

So, what does this mean?

Well, o2 have advised me that this is incorrect, that this is not something that the phone is capable off (which we know factually to be wrong where it concerns the iPhone 4 and the iPhone 3G and 3G S model) and that o2 do not offer this service (again, we know this to be factually wrong based on their website stating very clearly that this can be done, and one of these links is specific to the iPhone). I have also been informed that the service is not available to customers and that this is not a technical issue.

In my case, I actively used the service up until about October last year, which is around the same time that o2 introduced it’s data cap.

o2 did not inform me (and I suspect a few others) that this service was not available.

So, where do we stand?

Well, in my case, I used it, so I noticed, other people might not, but what’s important to note here is that not only my contract says that I will be made aware of any changes prior to them being carried out (something that they did not do in my case) but that their own website still states you can do this.

I am now escalating this matter with them, because as far as I am concerned (and as far as my research tells me) this means that o2 is in breach of contract, breach of their own terms and conditions, and braking the Consumer Credit Act by not upholding their contractual agreements. There’s also the Sale of Goods Act section 13 and 14, as well as the Misrepresentation Act 1967. – On these, I’m quite happy to be proven wrong provided it’s backed up by evidence

The fact remains that I’m now being told that I am no longer able to use a service that I am paying for as part of my contract.

You may also be in the same boat, and I would strongly advise anyone on o2 with an iPhone to contact o2 and ask them why they can’t do it. How you proceed is up to you, and I would advise you to check your terms and conditions and get the facts right if you choose to make this formal.

Moreover as we can see from the website, it appears that other phones are capable of this as well, and provided you confirm that the phone is capable of making a 3G call and simultaneously using data at the same time, and it’s enabled, I’d probably be contacting o2 as well.

The reason for this post is simple. I don’t believe in accepting things when I’m not told about them, this may seem very small to you, but it’s something I use regularly, and moreover it’s principal, I am not getting what I pay for, so why shouldn’t I complain about it?

Of course, I may not be allowed to post any more on this, but If I can, I’ll keep you all updated.

Are you on o2? can you use the internet whilst on phone call using 3G? Let me know!

Disclaimer
All of the information I have given you here is readily available from o2′s website at the time of writing. To my knowledge I have not broken any law by making this post. I do not intend to cause malice or be detrimental to o2 or it’s parent company or associates and I will state that this is my experience and these are my circumstances. This post is present purely for those who are asking questions about this particular problem and to advise them that they should contact o2 who will advise accordingly. If this has happened to you and have questions on how to proceed, please contact your local Citizens Advice Beauro or someone who is qualified to answer these questions

UPDATE: I have just received a phone call from a senior individual in the retentions department and there is some good news!

They have confirmed 100% that you CAN AND SHOULD be able to do this in a 3G area with no questions whatsoever. They have also tested this with Five different phone units!



They have also confirmed that if you are not getting it, network services will need to investigate this.



So, if you are not getting this when you use your iPhone or other compatible handset, you need to make o2 aware of this!!