topic Re: How do I pay off my o2 device plan? in Pay Monthly

How do I pay off my o2 device plan?

Fredy — Sun, 04 Jun 2023 18:57:59 GMT

Hello 👋🏻

How do I pay off my o2 device plan? And please I beg DO not tell me to call the customer service on whatever number.

I have called them about 5 times and they won't take any payment from me over the phone.

I don't want to leave O2 but I want to pay off my device plan.

I don't want to upgrade or get a new device.

I visited my local O2 store today and the poor souls working there, tried in vain to help me. They even called the O2 help and support number themselves. I was inside the shop for over 3 hours. The manager kept saying that it will all be solved. Nothing was solved. How do I pay off my device plan ????

Many thanks

Re: How do I pay off my o2 device plan?

jonsie — Sun, 04 Jun 2023 19:03:05 GMT

This looks like something you’d need to call O2’s customer service team about – give them a call on 202 or 0344 809 0202

Use the specific Payment management number 0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

Re: How do I pay off my o2 device plan?

pgn — Sun, 04 Jun 2023 20:40:57 GMT

Community guide here: and O2 help here: https://www.o2.co.uk/help/account-and-billing/leaving-o2

The O2 advice is to call them, as @jonsie wrote above. So it goes.

08:15 UK time weekdays is usually a good time, @Fredy.

Re: How do I pay off my o2 device plan?

MI5 — Sun, 04 Jun 2023 20:09:45 GMT

@Fredy

I'm not sure why you can't get anyone to take payment.

Maybe @O2Sarah- can advise in the morning?

Re: How do I pay off my o2 device plan?

Fredy — Sun, 04 Jun 2023 20:39:51 GMT

I have called and called and called...the team at the O2 store called and called and called....I spent over 5 hours from Sunday AM to Sunday PM between calling myself and the store.

They kept passing on the call to loads of different departments and finally hanged up every single time..

Please I need solutions here..

Re: How do I pay off my o2 device plan?

Fredy — Sun, 04 Jun 2023 20:42:08 GMT

I was told they can't accept payments over the phone as they are not allowed.

O2 store called the various numbers and departments and the manager of the store was told the same I was told. They don't take any payments over the phone

I was told if I want to leave O2 then they can get the payment over the phone. But if I only want to pay the device then NO.

Re: How do I pay off my o2 device plan?

O2Sarah- — Mon, 05 Jun 2023 08:04:18 GMT

Thanks for the tag @MI5

@Fredy

The best way to pay off the device plan would be over the phone. You would need to speak to someone in our retention's team as they are the only team who can take the payment. Sorry to hear you have had difficulty with this so far.

Re: How do I pay off my o2 device plan?

Fredy — Mon, 05 Jun 2023 09:40:21 GMT

@O2Sarah-

I've been on the phone for hours. Not just me, your colleagues at Ealing store in London. They have called and called, they asked to speak to the retention team but was told they don't take payments over the phone. Your colleagues at Ealing Store London were so frustrated.

How can you help me? There must be a way for you to help me

Re: How do I pay off my o2 device plan?

gmarkj — Mon, 05 Jun 2023 13:51:07 GMT

Based on the advice from Sarah you need to speak to retentions.

Try calling at 8am (or as close to it as you can) @Fredy .

Use either the 202 or 0800 number given above.

Failing that make a complaint using the link below - Resolver seems to get results fairly quickly.

https://www.o2.co.uk/how-to-complain

Re: How do I pay off my o2 device plan?

Fredy — Thu, 08 Jun 2023 12:16:05 GMT

Hello,

@O2Sarah- just an update. I managed to pay my device in full. However, the staff is not trained to take payments over the phone, not even the retention team and the person I spoke to said they are getting trained but it's taking a long time..

All solved but what a horrible experience!

Re: How do I pay off my o2 device plan?

pgn — Thu, 08 Jun 2023 20:25:27 GMT

@Fredy wrote:
... the retention team and the person I spoke to said they are getting trained but it's taking a long time..

Thanks for the feedback, @Fredy - glad you got sorted, eventually. 👍

@ColinO2 is this perhaps related to 360? Or could it be the incorporation of VM personnel into the ways of O2?

Either way, not a good look!

Re: How do I pay off my o2 device plan?

Fredy — Fri, 09 Jun 2023 21:46:46 GMT

@pgn I was told its to do with the 360.

Re: How do I pay off my o2 device plan?

pgn — Fri, 09 Jun 2023 21:53:43 GMT

@Fredy wrote:
@pgnI was told its to do with the 360.

This is what O2 said would happen - back in January:

https://community.o2.co.uk/t5/Welcome-News/O2-System-Updates-360/m-p/1598402/highlight/true#M39424

Re: How do I pay off my o2 device plan?

Neil19 — Sat, 01 Feb 2025 18:47:53 GMT

I'm trying to do the same today, but nowhere on the site will it let me pay off my device plan, just offers me the option to reduce my monthly payments, terrible website for trying to do this.

Re: How do I pay off my o2 device plan?

MI5 — Sat, 01 Feb 2025 19:06:57 GMT

@Neil19

As posted above, you need to call payment management.

Re: How do I pay off my o2 device plan?

mjharp — Sat, 30 Aug 2025 19:30:51 GMT

Make a payment towards your account balance or arrears. We’ll allocate payments to the oldest charges first. If you have a Device Plan and want to make an additional payment towards it, visit the Device Plan page on My O2

Is that a fib or have I completely missed where you can pay?

Re: How do I pay off my o2 device plan?

Enlli — Sat, 30 Aug 2025 19:49:07 GMT

@mjharp As outlined above the best way to pay is through Payment Management

You can reach the Payment Management team on 0800 902 0217.

Re: How do I pay off my o2 device plan?

pgn — Sat, 30 Aug 2025 19:51:03 GMT

@mjharp As posted above, you need to call payment management.