topic Re: o2 business account error in Pay Monthly

o2 business account error

Anonymous — Tue, 20 Sep 2016 14:56:10 GMT

Hello everyone, I hope someone can help me.

I was an o2 PAYG customer for years up until January of this year, when my daughter upgraded her old iphone 4s and gave it to me.
I needed a micro sim, so I went to an o2 store and requested my own number transferred to a new sim card to fit the 4s.
I'm not a big user and when I was PAYG (with a samsung chat) I only topped up £10 about every 6-8 weeks.
The fella in the store suggested that I go to a pay monthly account so that I could use the 4s more.
I agreed, however I didn't realise that I was signing up to a 12 month contract, I presumed it would be a rolling monthly contract.

My issue is that since I changed to pay monthly, I have never been able to access my bills online.
At first, I thought it was because I had a new account. But 8 months later, I still can't go further than log in.
Each month I receive an email with my bill amount, and I also receive a paper bill, so at least I am aware of what is going to come out of my bank account.
But I would like to access my account during the month, to check on any calls I make, and to check my data allowance/usage.

I have telephoned customer support 4 times about this, each time i'm assured that it is fixed and I can now log in.
Nope.
After 2 of those phone calls today, I decided to try live chat again.
The fella was very nice and tried to help, he reset my password and tried to log in himself. He can't go any further into my account either.
After nearly a hour of trying he told me that o2 business has errors and the technicians will sort it, to try again later or tomorrow.
I told him that it has never worked for me in 8 months of trying, he said it was working fine up until my chat with him (hmmmm? really?) and that once it is fixed it will "definately" work for me.
Again, I told him that it hasn't worked for me for 8 months, and that if it was working up until our chat, why didn't it work earlier today, or even yesterday when I phoned then too.
He had no answer, other than to say that it will "definately" work once the error is resolved, and apologised that it wasn't working now.
I'm so fed up with this now, all I want to do is be able to check my account during the month, rather than having to wait until the end when I get my bill.

So, has anyone here had the same problem and can they now get access to bill analyser etc, if so, how did you get it to work?

Re: o2 business account error

MI5 — Tue, 20 Sep 2016 15:02:29 GMT

Are you on a business contract or consumer?
Either way it has to be resolved by CS but the type of account may be the problem here.

Re: o2 business account error

Bambino — Tue, 20 Sep 2016 15:02:52 GMT

@Anonymous This is a customer forum and no one here would have access to anyone's account. I will, however, tag @Toby who is the Head of Community to see if he can offer any assistance.

Re: o2 business account error

Anonymous — Tue, 20 Sep 2016 15:07:13 GMT

hello, I don't understand, I don't want anyones account access, I want to use mine, I was just wondering if anyone else had the same problem and if so how did they fix it.
Sorry.

Re: o2 business account error

Anonymous — Tue, 20 Sep 2016 15:07:47 GMT

thank you MI5, its a business account

Re: o2 business account error

MI5 — Tue, 20 Sep 2016 15:10:25 GMT

Why on earth are you on that?
It's completely wrong for you but it does explain the problem.
You need flash to access Myo2 business account which isn't supported on your phone.
Someone else may be able to help you access it on a PC but it's a different platform to consumer tariffs!

Re: o2 business account error

MI5 — Tue, 20 Sep 2016 15:10:56 GMT

Ps call 8002 for business CS

Re: o2 business account error

Anonymous — Tue, 20 Sep 2016 15:21:47 GMT

I had no idea I was on a business contract until yesterday either. I shouldn't have let the o2 guy talk me into changing, but thats my own fault.
Yesterday, I was told I was trying to log into a personal account, and since then I have been making sure I select the business account tab instead.
However, over the past 8 months, when I logged into o2, my phone number was listed there, but in the past month it disappeared to sho the PAYG number, and yesterday I found my number on a business account.
$ attempts have been made over the phone to CS, each time they have reset or emailed the link to allow me to log in, each time I can log in, go to my account and see a bill summary, but can go no further, view my bills and bill analyser both give me an error message "Sorry, we can't connect you to My O2 Business just now.

Please try signing in again. If you're still having trouble,
get in touch with your company administrator
or your usual O2 Business contact."

I seem to be going around in circles.
CS can't fix it it seems.

Ok, sorry to bother you, thanks for taking the time to reply

Re: o2 business account error

Anonymous — Tue, 20 Sep 2016 15:26:51 GMT

sorry should have said, I am trying to access my account on a pc, not the phone

Re: o2 business account error

adamtemp64 — Tue, 20 Sep 2016 15:43:45 GMT

I do hate seeing these posts where a consumer is put on a business contract that has no protection from comsumer laws. @Toby and this was an instore upgradr and not a trusted partner ?

Re: o2 business account error

Toby — Tue, 20 Sep 2016 16:05:30 GMT

Hi @Anonymous,

I'm Toby, the O2 Community Head. Welcome!

Feel free to send me a private message and we can have a chat about your issues.

Re: o2 business account error

Anonymous — Tue, 20 Sep 2016 16:35:16 GMT

will do, thanks Toby

Re: o2 business account error

MI5 — Tue, 20 Sep 2016 16:38:17 GMT

@adamtemp64 wrote:

I do hate seeing these posts where a consumer is put on a business contract that has no protection from comsumer laws. @Toby and this was an instore upgradr and not a trusted partner ?

I agree Adam - the only reason is meeting sales targets and it is wrong.

This customer should have their business account cancelled and moved to a more suitable monthly rolling consumer tariff and the store rep needs to be retrained immediately.

Re: o2 business account error

Anonymous — Tue, 20 Sep 2016 17:19:27 GMT

I thought it was going to be a rolling contract, I found out today that it's a 12 month contract, I can't cancel before 20th Jan without penalty 😞
Ok I should have asked to read the contract before signing, but I trusted the guy in the store, that he knew what I needed, I explained that I didn't top up my PAYG much, he said i'd need more data allowance than I was getting, so I agreed. More fool me.

Re: o2 business account error

Anonymous — Tue, 20 Sep 2016 17:28:16 GMT

Actually, just to test o2 business, is there anyone on the forum who has a business account? are you able to view your bills? access bill analyser? obviously I don't want you to show me any details, but just find out if o2 business is actually working ok.
I was told today that o2 business is having technical issues and that is why I can't get further than logging into my account.

I can go no further than the bill summary page.
I am using my windows 7 pc with firefox browser, although I tried chrome too and got the same error message

Re: o2 business account error

MI5 — Tue, 20 Sep 2016 17:52:13 GMT

@Anonymous wrote:
I thought it was going to be a rolling contract, I found out today that it's a 12 month contract, I can't cancel before 20th Jan without penalty 😞
Ok I should have asked to read the contract before signing, but I trusted the guy in the store, that he knew what I needed, I explained that I didn't top up my PAYG much, he said i'd need more data allowance than I was getting, so I agreed. More fool me.

You were mis-sold the contract and the key facts were not correctly explained to you so this is against the code of conduct that all service providers sign up to.

This alone gives you rights to cancel the contract without penalty and at any time. CAB can advise you fully on your legal rights if O2 won't admit to it and fix it for you.

As far as more data is concerned, this is true, partially, but it depends on how much time you spend away from WiFi. Many people manage easily on 500mb a month these days with free WiFi available almost everywhere.

Re: o2 business account error

Anonymous — Tue, 20 Sep 2016 19:54:57 GMT

Thank you, i'll phone again tomorrow and see if this can be resolved.
I have taken a look at the PAYG sims available, and I think a big bundle sim would be ideal for me, for the same cost as i'm paying now.
I found out that I have a 250MB allowance, I do not know how much I use per month, but i'm assuming it's less than that as I haven't been paying any extra. I do use wifi where available.
Today though, my bill summary is more than usual, so somewhere i've gone over. I'm guessing it's data but i'm not sure. Which is the reason I need to access my account fully to see things itemised.

Thanks again, i'll let you know how I get on.

Re: o2 business account error

MI5 — Tue, 20 Sep 2016 19:56:58 GMT

Good luck mate and don't let them get away with it.

Re: o2 business account error

Toby — Wed, 21 Sep 2016 08:55:26 GMT

Hi @Anonymous,

You have a PM from me.

Cheers

Re: o2 business account error

Anonymous — Wed, 21 Sep 2016 10:03:46 GMT

@Toby i've replied with the info you requested. Thank you, hope you can resolve this problem for me.