If I could give 0 stars I would. Customer service will tell you one thing and do another. I have been with o2 for years, I tried to upgrade with them recently (as I am due to do so) but their prices are far higher than the other networks currently by £10-£20 more per month! I paid a lump sum back in August in the belief that I would be on a sim only rolling deal (not another fixed contract). As I wouldn't want to enter another 2 year deal on my current phone which I got refurbished (4years in total). I specifically asked if I could cancel at any time and was advised I could. Because o2's prices are nowhere near their competitors I started to look at other providers. I text to simply get a pack code, to receive a text saying if I wanted to leave I would have a £260 bill. I was confused and upset at this point as my phone has started to crash, I am a high risk pregnancy and needed to sort myself a reliant phone. I called customer services and the lady I first spoke to was lovely, said she was sort it, speak to her manager and get the bill cleared due to the misunderstanding. Give it 12- 48 hours and I will receive an email. Fast forward 48 hours I hadn't received anything in my inbox or junk so call to chase up. Long story short I get told that it is tough, I am still stuck with the bill. I would have received an email and letter with the fine print and it is my own fault. I told the lady that the gentleman who helped me said I can cancel at any point, and to listen to the phone call. She said I don't need to because technically you can (if you pay hundreds to do so). I explained when paying a lump sum in August that I want to cancel anytime, a rolling contract. I am annoyed I have ended up with a 4 year contract on a second hand phone. Will never be using o2 directly again, and will advise family and friends against them also. You need to explain when someone asks to be entered into an agreement that can be cancelled anytime, that is subject to hundreds of pounds being paid upfront!! I told the lady on the phone I was getting upset and she kept speaking over me and putting me on hold when I was in the middle of a sentence. Very infuriating experience. If you a desperate for me not to leave, then at least offer me a phone contract that isnt £10 plus per month more than everyone with less data!?