Changes to our Business Terms and Conditions from 17th June 2022

With effect from 17 June 2022, we’re updating our terms and conditions due to new Ofcom regulations designed to improve your rights where we make changes to our service.

We’ve summarised the key changes below. You can also find a copy of our new business terms and conditions here.

The changes mean that:
1.   From 17 June 2022, you may have more frequent opportunities than you currently do to cancel your services where we make changes to them. Subject to certain exceptions explained below, if we make changes to our charges, terms and conditions or services that are not exclusively to your benefit, you may be entitled to cancel your agreement early without paying an early termination fee, although you may still have to pay charges related to hardware which we have provided to you. If a change we make provides you with a right to cancel your agreement, we will give you at least 30 days’ notice of that change and inform you of your right to cancel. If you are still within your Minimum Period , you will need to give us your cancellation notice within 30 days of us notifying you.

2.  When we make changes, there may be some situations where you may be able to leave other plans you have with us - we will tell you when that happens.

3.  Some changes will not give you a right to cancel your contract without paying an early termination fee. These are set out in full in our updated Terms and Conditions but include, for example: 

  • Changes to services that are allowed under our terms and conditions. For example, where we tell you we will pass through cost increases on specific services (e.g the cost of sending out paper bills or international call rates), or where changes are just part of providing that service.
  • Changes that are just administrative and don’t have a negative effect on you. For example, if we change the address we need you to write to.
  • Changes that we have to make as a result of a change in law.

4.  We have O2 Standard Terms for our main products (General Conditions for Business Customers). You can sometimes add on additional products which normally have a 30 day notice period (for example a Bolt On). These add-ons can be cancelled if there is a non-beneficial change to their terms but you would not get a right to cancel your O2 Standard Terms without an early termination fee.

If we make changes to optional services which are supplemental to the main services you are receiving from us (for example a companion device), and those changes provide a right to cancel, any cancellation right will be limited to those supplementary services and your O2 Standard Terms only where you have already signed up to the relevant supplementary service.

We’ll let you know of any changes to your contract where you have a right to cancel with a minimum of 30 days’ notice and make it clear in these notices about the changes that we are proposing to make, so you can consider if you wish to continue your contract, and if you decide that you don’t want to accept them, exactly how you can exercise your right to cancel. 

Any questions on these changes? Take a look at the FAQs below to help.

Changes to our Business Terms and Conditions FAQs

Why are we doing this?

We have made these changes to your terms due to new Ofcom regulations, which are designed to protect you. This is following an EU Directive known as the European Electronic Communications Code (EECC).

What is the EECC (European Electronic Communications Code)?

The EECC is an EU directive, which regulates electronic communications networks and services. Ofcom enforce this code in the UK and their overall objective is fairness. They want people to shop around with confidence, make informed choices, switch easily and get a fair deal. The EECC brings in new ways to protect customers, making it easier for them to take advantage of competition in the market and be aware of other deals available.

But the UK has left the European Union, so why does this matter?

Although the UK left the European Union on 31 January 2020, the UK remained under an obligation to implement EU directives that were already underway, into domestic law. In July 2020, the UK Government confirmed that the changes to implement the EECC should proceed and be implemented by Ofcom as planned.

Can I leave my plan early as a result of these changes?

No these changes will not give you a right to exit your plan early as they do not materially disadvantage you. They are designed to improve your rights and we are updating our terms to reflect those changes in the regulations.

What do the changes to International and cost based services mean?

It’s very similar to how this works today, but we want to make that clear to you. Sometimes our partners put up their costs. When they do this there may be an increase in cost for you too, but you will be able to cancel your plan if the increase in cost is of a material disadvantage to you.

What if I want to cancel when you make changes and I have not been told I can?

You can cancel your services by giving us 30 days’ notice at any time, but if you haven’t been given a right to cancel you may have to pay an early termination fee in accordance with your terms and conditions.

If we make a change to your service, please contact us to discuss your options.

Contract Information document and Contract Summary document FAQs

What is a Contract Information document and a Contract Summary document?

These are two new pre-contractual documents you will receive when you select the tariff that you’re interested in, before you complete your order. They’ll give you a summary of the tariff details and the terms and conditions, including any additional benefits you may receive.

Why have I been sent these documents?

We are obliged to provide these documents to you as part of the EECC regulation from Ofcom. 

Why are they important?

They provide you with a summary of all the important information you need to be able to make an informed decision on your purchase. You have to confirm that you have received these documents before we can continue and complete your order.

What is the EECC (European Electronic Communications Code)?

The EECC is an EU directive, which regulates electronic communications networks and services. Ofcom enforce this code in the UK and their overall objective is fairness. They want people to shop around with confidence, make informed choices, switch easily and get a fair deal. The EECC brings in new ways to protect customers, making it easier for them to take advantage of competition in the market and be aware of other deals available.

Why does this matter as the UK has left the European Union?

Although the UK left the European Union on 31 January 2020, the UK remained under an obligation to implement EU directives that were already underway, into domestic law. In July 2020, the UK Government confirmed that the changes to implement the EECC should proceed and be implemented by Ofcom as planned.

What do I need to do next once I have read the documents?

You will need to confirm within the order journey that you have received the documents in order to proceed.

What do I do if I am not happy with what is in the documents?

There is no obligation for you to continue with the order if you are unhappy with the contents of the documents.  You can stop your order and select a different plan if you choose to do so.

I haven’t received my Contract Summary or Contract Information document to review.

You can contact us to discuss your options. Take a look here for details on the ways you can contact us.

Do I need to be sent these documents?

As a Micro Enterprise customer, you can let us know if you don’t want to receive your Contract Summary and Contract Information documents when you contact us to process your order.

I’m a small business, do I need to receive these documents?

As a Micro Enterprise customer, you can let us know if you don’t want to receive your Contract Summary and Contract Information documents when you contact us to process your order.

I haven’t been offered a Contract Information or Contract Summary, why not?

Any business customer with more than 10 employees is exempt from the regulation as it is designed to support consumers and smaller business customers.

Why does the Contract Information include a Sim Only option when I am purchasing a device and airtime / Small Biz tariff?

Ofcom require us to tell you about an Alternative Purchase Option so you have more information available to you before you commit to a contract with us.

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