topic Re: Error with o2 account in Pay Monthly

Error with o2 account

Niamhc1 — Sun, 10 Mar 2024 08:19:54 GMT

Is anyone else having a problem with their O2 account where it simply won't let them pay their bill? I've tried using the O2 app, phoning them, and going to the shop, but I still can't pay my bill due to an error and they seem to refuse to do anything. They keep saying they're going to look into it, but nothing happens. It's been over 3 months, and they keep charging late fees when it's not my fault. I've emailed the complaint service, but it's been over a month, and I haven't received a response.

Re: Error with o2 account

pgn — Sun, 10 Mar 2024 09:13:02 GMT

@Niamhc1 - log into your MyO2 using a browser (the app sometimes shows different prompts):

App allows you to Manage Cards for Payments also:

Down at the very end of the page you log into on the app. Good luck!

Re: Error with o2 account

MI5 — Sun, 10 Mar 2024 11:32:38 GMT

@Niamhc1

You can pay by bank transfer or setup a direct debit.

All details in guide

Re: Error with o2 account

Niamhc1 — Sun, 10 Mar 2024 11:38:09 GMT

Doesnt work and i cant add card ethier can o2

Re: Error with o2 account

Niamhc1 — Sun, 10 Mar 2024 11:42:15 GMT

When i go to pay bill this is all i get and o2 when i ring them also get this error my account is stuck in limbo

Re: Error with o2 account

Niamhc1 — Sun, 10 Mar 2024 11:43:35 GMT

I dont want to send a bank transfer because i would be scared of losing money since even the payment team cannot take the money because they get error

Re: Error with o2 account

Oxonian — Sun, 10 Mar 2024 17:52:25 GMT

@Niamhc1

If you pay by bank transfer, your bank records who the money has been sent to and under what reference. I accept that if O2 "lose" the payment it might be a pain to resolve, but I do not think that you are in danger of losing the money forever. 👍

Re: Error with o2 account

MI5 — Sun, 10 Mar 2024 17:57:20 GMT

If you don't want to transfer the money at least setup a direct debit @Niamhc1

You won't have to worry about paying then as it will be done automatically for you and as you need to pay anyway, there's no reason not to.

Re: Error with o2 account

madasaf1sh — Sun, 10 Mar 2024 18:59:26 GMT

@Niamhc1

That error is what is known as the encryption broker service not responding on the mobile device.. and it wont be fixed by CS they need to pass it to the backend IT team...

I would try on a proper computer either apple / chromeos or windows via myo2 https://mymobile.o2.co.uk

Re: Error with o2 account

Niamhc1 — Mon, 11 Mar 2024 14:49:35 GMT

I've tried all multiple devices, nothing works. I have a direct payment set up, but there are still previous payments that aren't paid that can't be paid with direct debit. As for the O2 it people, they've been looking into it for three months, and nothing has changed. I 100% wont be upgrading with them again as its there problem but expect me to pay when i cant

Re: Error with o2 account

Oxonian — Mon, 11 Mar 2024 19:44:39 GMT

@Niamhc1

As I said above - bank transfer is the answer ! 👍

Re: Error with o2 account

jonsie — Mon, 11 Mar 2024 20:15:05 GMT

Personally, I would never do a bank transfer to O2

It will be lost in the ether for months and just exasperating the problem

Re: Error with o2 account

MI5 — Mon, 11 Mar 2024 20:20:04 GMT

@Oxonian wrote:
@Niamhc1

As I ~~said~~ repeated above - bank transfer is the answer ! 👍

Fixed it for you.

Re: Error with o2 account

jonsie — Mon, 11 Mar 2024 20:54:27 GMT

Re: Error with o2 account

Chelsey89 — Thu, 11 Apr 2024 16:23:11 GMT

I’m having this problem at the moment the app says my bills are paid but then have texts saying I’m over due on my watch but there is not option to pay it. Did you get this resolved I’ve also logged a complaint

Re: Error with o2 account

Oxonian — Thu, 11 Apr 2024 20:19:28 GMT

@Chelsey89

If you are asking that question of @Niamhc1, you need to tag him thus ! 👍

If you have recently lodged a complaint, you might have inadvertently created a delay for yourself. O2 are currently taking up to eight weeks to investigate and respond to complaints, and during that period, you will probably find that other teams are either unable or unwilling to engage with you.

Hence, you might now have to wait for the complaints team to revert to you.