topic Re: BOLT ON COMPLAINT in Pay Monthly

BOLT ON COMPLAINT

Pablovski — Fri, 17 Feb 2017 09:09:29 GMT

I have bought two data bolt ons over the past 48 hours, using the online chat service as the normal purchase system has been failing. both in app and on website.

both times the agent promised it would be credited immediately. Neither has been credited, and the online purchase system remains out of order.

anyone else being let down by O2 like this ?

Re: BOLT ON COMPLAINT

jonsie — Fri, 17 Feb 2017 09:13:46 GMT

Never had a problem personally but your best option is to call customer service to see what is happening. Has the money been debited from your account?

Re: BOLT ON COMPLAINT

Pablovski — Fri, 17 Feb 2017 09:14:48 GMT

i've called them twice now...all they do is say they'll sort it out, then wish me a very happy and lucky day.

not so happy nor lucky so far!

Re: BOLT ON COMPLAINT

MI5 — Fri, 17 Feb 2017 09:23:29 GMT

You can always try the complaints process here http://www.o2.co.uk/how-to-complain

Re: BOLT ON COMPLAINT

chrisymon — Fri, 17 Feb 2017 09:29:06 GMT

Is this the first time you tried to add a data bolt on. If your on a sharing data tarriff dont think you can add a data bolt on. I will look into that for you.

Re: BOLT ON COMPLAINT

Pablovski — Fri, 17 Feb 2017 10:05:14 GMT

No ... i've been able to purchase bolt ons before.

The chatline agent said she'd purchased one for me and debited the account.

The chatline agent on teh phone said he'd done the same because it hadn't been done the first time.

Today, the chatline agent apologised and said that there was no record of the previous two. but that they will sort it out. Obviously, this is the third time so (i) i don;t trust O2 agents and (ii) i'm off to the shop at lunchtime to sort it out which defeats the whole purpose of an online help agency.

Re: BOLT ON COMPLAINT

gindygoo — Fri, 17 Feb 2017 10:14:47 GMT

@chrisymon I can guarantee that u can buy a bolt on whilst on a sharing plan, as I've done it 😉

Not sure where u get that idea from in the first place tbqh?

Re: BOLT ON COMPLAINT

chrisymon — Fri, 17 Feb 2017 10:17:47 GMT

I think there an ongoing issue with your account which is preventing the data to be added. If you have no luck today I would call customer services back and stay on the line til they confirm it has been added successfully.

Re: BOLT ON COMPLAINT

gindygoo — Fri, 17 Feb 2017 11:59:18 GMT

I did it just two months ago 😁 although I'm the lead sharer.. Does @chrisymon mean if you're not the lead maybe?

Clarification needed...

Re: BOLT ON COMPLAINT

gindygoo — Fri, 17 Feb 2017 10:31:12 GMT

@chrisymon a little more info would be super...

I'm genuinely curious as to what exactly it is you can't do whilst being on a data sharing plan? Also a link to the corresponding blurb for future quotes would be great too?

Cheers 😁

Re: BOLT ON COMPLAINT

Pablovski — Fri, 17 Feb 2017 11:09:09 GMT

Thanks ... but i've been on the phone three times now with the O2 agents and nothing has happened. I'm off to see the real people in the shop.

Many thanks all

Re: BOLT ON COMPLAINT

Toby — Fri, 17 Feb 2017 12:03:30 GMT

Hi guys,
I have cleaned up this thread, as many posts were not helpful for the actual query being asked. If you need any info clarified or checked, or are not sure if others' posts are correct & accurate, please ask the community team via PM, or use the report content function so that we can check. You're welcome to offer corrections to others, as long as its clearly explained.

Re: BOLT ON COMPLAINT

gindygoo — Fri, 17 Feb 2017 13:01:48 GMT

@Toby could u clarify the rules around bolt on purchase and sharer plans please, as I'm still unsure as to what the deal is?

Tia.

Re: BOLT ON COMPLAINT

Toby — Fri, 17 Feb 2017 13:14:24 GMT

Hi @gindygoo,

This sounds like an odd request, but will help to be quick

Can you ask the exact question(s) you need an answer to? This helps to circulate the query to clarify.

Cheers!

Re: BOLT ON COMPLAINT

gindygoo — Fri, 17 Feb 2017 13:27:46 GMT

@Toby What are the rules on buying a bolt on if you're using a sharer plan. Both for the lead sharer, and the other secondary users/sharers.?

In short: Are there any rules that preclude any of the ppl using a sharer plan from buying a bolt on?

Re: BOLT ON COMPLAINT

Toby — Fri, 17 Feb 2017 15:54:23 GMT

Hi @gindygoo, I'll talk to the team now

Re: BOLT ON COMPLAINT

gindygoo — Sat, 18 Feb 2017 13:12:31 GMT

@Pablovski wrote:
Thanks ... but i've been on the phone three times now with the O2 agents and nothing has happened. I'm off to see the real people in the shop.

Many thanks all

P.

@Pablovski just wondering if you got sorted in the end? Must be highly frustrating if not.

Re: BOLT ON COMPLAINT

Toby — Mon, 20 Feb 2017 12:53:31 GMT

Hi @gindygoo,

Only the leader of sharer plan can buy bolt-ons I can confirm. Is this all you need?