topic Re: Problems with o2 web top up/automatic top up in Pay Monthly

Problems with o2 web top up/automatic top up

Anonymous — Mon, 01 Aug 2016 19:54:40 GMT

I have had an automatic top up set up online for a long time whereas a set amount is topped up on my phone on the 1st of every month. I've never had a problem with this. Today for some reason this hasn't been added, logged in online & it shows no sign of the automatic top up anymore - it worked fine last month, tried adding it again but just getting error messages after payment screen saying please try again later. Can anyone help please?

Re: Problems with o2 web top up/automatic top up

MI5 — Mon, 01 Aug 2016 19:57:36 GMT

I think you'll need to call cs to get your details and account checked http://www.o2.co.uk/contactus

Re: Problems with o2 web top up/automatic top up

Cleoriff — Mon, 01 Aug 2016 20:44:34 GMT

They really need to get this automatic top up sorted. It fails on too many occasions

Re: Problems with o2 web top up/automatic top up

MI5 — Mon, 01 Aug 2016 20:47:33 GMT

There may be good reason though....?

Re: Problems with o2 web top up/automatic top up

Cleoriff — Mon, 01 Aug 2016 20:54:36 GMT

@MI5 wrote:
There may be good reason though....?

Of course there could and only CS knows about personal account issues...but we do know there have been top up failures recently...

Re: Problems with o2 web top up/automatic top up

MI5 — Mon, 01 Aug 2016 20:59:58 GMT

So best to call cs to check then?

Re: Problems with o2 web top up/automatic top up

Anonymous — Mon, 01 Aug 2016 21:04:45 GMT

Checked with them via live chat to be told my auto top up has been cancelled, was told to re-register but that doesn't work so will take approx 5 working days to sort out

Re: Problems with o2 web top up/automatic top up

MI5 — Mon, 01 Aug 2016 21:07:15 GMT

What reason did they give for cancellation?

Re: Problems with o2 web top up/automatic top up

Cleoriff — Mon, 01 Aug 2016 21:07:38 GMT

Personally I would phone CS in the link given by @MI5 Best time 8-8.30am Live chat could be wrong...

Re: Problems with o2 web top up/automatic top up

smc — Mon, 01 Aug 2016 22:06:07 GMT

Web top up wasn't working for a lot of today so probably connected to that fault!

Re: Problems with o2 web top up/automatic top up

MI5 — Mon, 01 Aug 2016 22:07:17 GMT

Good chance - you may find everything back to normal tomorrow!

Re: Problems with o2 web top up/automatic top up

Cleoriff — Mon, 01 Aug 2016 22:32:13 GMT

@MI5 wrote:
Good chance - you may find everything back to normal tomorrow!

Well we can live in hope....

Re: Problems with o2 web top up/automatic top up

MI5 — Tue, 02 Aug 2016 05:42:53 GMT

I'm always optimistic.

Re: Problems with o2 web top up/automatic top up

Anonymous — Tue, 02 Aug 2016 08:11:07 GMT

They didn't really give a reason why it had been cancelled as such, said it looked like user had cancelled it (i.e myself) when I know I haven't then they told me to just re-register but this wouldn't work. When I explained it wasn't working I was told it was because of a card problem, using the same card I was able to do a normal top-up online from O2 website (not the auto top-up) & that worked fine so they are going to look into it. There was more than enough money in the account, the top-up worked fine using the same card so it's a problem with the auto top-up's for some reason but that will take 5 working days to sort out apparently.

Re: Problems with o2 web top up/automatic top up

Cleoriff — Tue, 02 Aug 2016 08:17:04 GMT

Hi @Anonymous as it's auto top ups and you have been told it will take '5 days to fix' I will tag the Head of Community @Toby into the thread. He may be able to find out more. If this is affecting the whole auto top up system then he should be informed

Re: Problems with o2 web top up/automatic top up

jonsie — Wed, 03 Aug 2016 08:50:17 GMT

At the very least he will be able to feed it back.

@Cleoriff wrote:

Hi @Anonymous as it's auto top ups and you have been told it will take '5 days to fix' I will tag the Head of Community @Toby into the thread. He may be able to find out more. If this is affecting the whole auto top up system then he should be informed

Re: Problems with o2 web top up/automatic top up

Anonymous — Wed, 17 Aug 2016 09:35:36 GMT

Just to give an update, it was 1st August I was having problems & was told it would be sorted within 5 working days - I told them I was away 9th-16th but was assured it would be sorted before then. It's now 17th & it's still not working. I am going to contact them again but just wondered if anyone else has had problems?

Re: Problems with o2 web top up/automatic top up

Cleoriff — Wed, 17 Aug 2016 09:39:06 GMT

I will tag our Head of Community @Toby into this thread @Anonymous It's important he is aware of this issue

Re: Problems with o2 web top up/automatic top up

MI5 — Wed, 17 Aug 2016 09:40:16 GMT

You already did

Re: Problems with o2 web top up/automatic top up

Cleoriff — Wed, 17 Aug 2016 09:42:30 GMT

@MI5 wrote:
You already did

Yes 13 days ago. So I have repeated it...