Conflicting statements re Voicemail abroad on O2 website

[cyrillicguy]

Hi

From what I know, when going abroad, I can:

1) Set up an unconditional divert to my voicemail whilst in the UK. That way even if keep my phone switched on whilst abroad, all calls go to my inbox without me getting charged any roaming fees

or

2) Leave conditional diverts on, but then I get charged roaming fees when people leave me a message.

The O2 website states the following:

1) "If an unanswered call is picked up by your voicemail while you're abroad there is no charge on your mobile bill for the message left." Notice how there's no mention of the difference between setting up conditional or unconditional diverts? Obviously, the only way to interpret their statement would be that it'll cost you nothing regardless. Here's the link: http://www.o2.co.uk/help/bills-and-payment/calling-texting-and-data-usage-abroad#qs

2) Then there's another link, from the same website mind you: http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

Now, what it says there that going abroad with the conditional diverts on, will incur charges when people leave a message on your voicemail.

Looks like conflicting statements to me. So, apart from the rhetorical "When are O2 going to start telling truth to their customers?" question, there's another one:

How do they actually charge for voicemail when abroad provided that the conditional diverts would be left on?

Thanks

[Anonymous]

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@jonsie wrote:

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@Anonymous wrote:
I'll look into this and will update you as soon as I have the info.

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Thank you....sooner rather than later....

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I'll try ... I'll try ... 

[cyrillicguy]

Heard anything back @jonsie?

[MI5]

I'm assuming it would have been posted here if there were any updates......

[cyrillicguy]

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@MI5 wrote:
I'm assuming it would have been posted here if there were any updates......

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oh... I wasn't thinking that...

[Anonymous]

Hi there @cyrillicguy

   The correct version is

Charges for Voicemail when abroad

It costs the same as a call back to the UK to retrieve a voicemail abroad.

There’s no charge for receiving a message, if you don’t retrieve it.

The second link is out of date. I've asked a Manager to have a look into this and she has confirmed it. We will also arrange for the out of date link to be corrected, as it still has the old charges.

[cyrillicguy]

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@Anonymous wrote:

Hi there @cyrillicguy

   The correct version is

Charges for Voicemail when abroad

It costs the same as a call back to the UK to retrieve a voicemail abroad.

There’s no charge for receiving a message, if you don’t retrieve it.

The second link is out of date. I've asked a Manager to have a look into this and she has confirmed it. We will also arrange for the out of date link to be corrected, as it still has the old charges.

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thanks @Anonymous!

[jonsie]

I've had no charges for listening to the voicemail via Tugo so good news.

[Anonymous · Accepted solution]

So here is the official answer – basically O2 doesn’t charge anymore for receiving the call on Voicemail
Customers used to pay for the diverted leg of the call, but they don’t anymore. 

So today a deposit call would be charged as follows:

A -> B  (B party doesn’t answer) (no charge at this stage)
B -> C  (B party diverts to C party – in this case voicemail) (on voicemail answer the A party is charged)
A -> C  (A party leaves a message on voicemail) (continued charging for the A party)
A X C   (A party terminates the call) (Charging for the A party stops)

[jonsie]

Nice official explanation and even I understand it....☺

[Cleoriff]

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@jonsie wrote:

Nice official explanation and even I understand it....☺

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And me...so that's a first...:smileywink: