topic Re: Double data contract offer issue in Pay Monthly

Double data contract offer issue

kevans — Mon, 05 Jun 2017 13:24:33 GMT

I recently took out a new contract with o2 with the double data offer. 6gb for the price of 3gb. However it shows I've got a 3gb free bolt on which is on top of any allowance but it doesn't seem to be working as it's says I've got 2.85gb of 3gb. My allowance should be 6gb. I have phoned customer service who say I do have 6gb but it's only showing 3gb. It's a known issue and they are looking into sorting it. Fair enough but they couldn't give me a time frame. They said if I run out just call up and they will add 3gb for free but it's hassle calling them. Takes ages just getting past the automated service.
Anyone else have this issue or any info on it?

Re: Double data contract offer issue

jonsie — Mon, 05 Jun 2017 13:32:49 GMT

I'm fairly sure someone else had the same problem a short while ago and was told the same thing. Only customer service can sort it for you so you need to keep on to them. Around 8.30am is the best time

Re: Double data contract offer issue

MI5 — Mon, 05 Jun 2017 13:43:00 GMT

Yes, it was reported over the weekend on here too.

Re: Double data contract offer issue

kevans — Mon, 05 Jun 2017 15:10:47 GMT

Oh ok. I will give them a few days and if nothing changes phone them back up.

Re: Double data contract offer issue

MercedesS — Wed, 14 Jun 2017 09:13:04 GMT

Hello @kevans, thank you for bringing this issue to our attention!

It should be fixed now so, if you could check and let us know it will be great!

Thanks @MI5 and @jonsie for all the help!

Re: Double data contract offer issue

jonsie — Wed, 14 Jun 2017 09:39:09 GMT

At least it should be sorted now for customers

Re: Double data contract offer issue

kevans — Wed, 14 Jun 2017 10:15:59 GMT

Hi MercedesS. I just checked and no different. Still showing 3gb available not 6gb on my allowance. Says I have 2.7gb of 3gb available.

It still says contract 3gb and free 3gb bolt on but still doesn't seem to be applying.

Re: Double data contract offer issue

MI5 — Wed, 14 Jun 2017 10:29:17 GMT

Do you not have the bolt on listed in your bolt on section either?

Re: Double data contract offer issue

kevans — Wed, 14 Jun 2017 11:07:29 GMT

I do have the bolt on listed. It's says 3gb to be applied every month on top of my allowance or something along those lines. So that's why my allowance should say 6gb surely?!

Re: Double data contract offer issue

MI5 — Wed, 14 Jun 2017 11:29:24 GMT

Bolt on will kick in when the 3gb has been used off the base tariff.
Your MyO2 will always only show the base tariff details on the front page.

Re: Double data contract offer issue

MercedesS — Wed, 14 Jun 2017 12:06:20 GMT

Apologies @kevans, we just got the confirmation that the process will take longer than expected. Unfortunately, we can’t speed that up but they are on it and it should be done by the end of the week for everyone.

Re: Double data contract offer issue

kevans — Wed, 14 Jun 2017 16:13:17 GMT

ok Thanks mercdesS for keeping me updated. What exactly is the issue as to why its taking so long to fix? just asking out of curiosity

Re: Double data contract offer issue

kevans — Wed, 14 Jun 2017 16:18:22 GMT

@MI5the other guy with the same issue used all his 3gb of data and it never applied the bolt on. o2 said to me it will either add the bolt, or my data will just keep going or it won't add the bolt on and i will have to call up. lol but they are looking into a fix.

I did say to them its not easy phoning o2 with the automated service now but i did figure out after a couple of calls saying to the computer on the other end of phone "cancel" got me through to someone pretty quick. The computer never understood "problem with contract" or anything i tried saying. It either wanted to pay a bill or add a bolt on.

Re: Double data contract offer issue

MercedesS — Wed, 14 Jun 2017 16:41:01 GMT

@kevans wrote:

ok Thanks mercdesS for keeping me updated. What exactly is the issue as to why its taking so long to fix? just asking out of curiosity

I wish I knew more @kevans All we know is that it will take "some time" to update all the database, but you will get it fixed by Friday [and hopefully before that]!

Re: Double data contract offer issue

kevans — Fri, 16 Jun 2017 13:51:52 GMT

Just checked and still no change? has there been any update on this issue?

Re: Double data contract offer issue

MI5 — Fri, 16 Jun 2017 14:01:27 GMT

I honestly don't expect the bolt on to kick in until you have used up your first 3gb.

Re: Double data contract offer issue

kevans — Sat, 17 Jun 2017 09:25:41 GMT

All fixed. Showing 6gb now. Thanks

Re: Double data contract offer issue

jonsie — Sat, 17 Jun 2017 09:29:25 GMT

Good to know you don't have to wait until the first 3gb are used. Thanks for the update ☺️

Re: Double data contract offer issue

MI5 — Sat, 17 Jun 2017 10:12:16 GMT

Thanks for letting us know.

Re: Double data contract offer issue

MercedesS — Mon, 19 Jun 2017 09:34:16 GMT

Glad to hear!