topic Re: o2 Messed Up in Pay Monthly

o2 Messed Up

PinkCheetara — Mon, 03 Nov 2025 22:34:33 GMT

so long story short got the message i could cancel my airtime contract due to the price increase, so i did, and moved to a different plan...
customer service advisor confirmed it wouldnt cancel my device plan, and i could use the same SIM...

Customer service advisor took it upon themselves to cancel my device plan and disconnect my phone and send a sim card that took 4 days... o2 were able to give me back some services like making calls/sending text but couldnt recieve them... until i got the new sim...

Myo2 is messed up it keeps defaulting to an old device plan thats paid off because he retained the wrong plan. I cant claim my disney plus i was promised since it's not even an option anymore (even though i could friday - the day it all started, but left it cause all sorts of stupid stuff was going on with my account)

I've made an official complaint to o2 since my device plan has now gone to collections and i didnt ask for that, and they're like well you're just gonna have to deal with collections now...

But is there anyway to claim my disney plus im entitled too since it was with the unlimited contract? help?

Re: o2 Messed Up

MI5 — Mon, 03 Nov 2025 22:39:17 GMT

@PinkCheetara

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook or Instagram https://www.o2.co.uk/abouto2/social-media or give them a call on 202 or 0344 809 0202

Re: o2 Messed Up

PinkCheetara — Mon, 03 Nov 2025 22:48:21 GMT

Tbf the community are going to probably be more help then o2 customer service at this rate. Was hoping there was a link direct to the bolton since it disappeared from my account over night. Another nail in the coffin for o2 .

Re: o2 Messed Up

MI5 — Mon, 03 Nov 2025 22:52:17 GMT

If it's not showing in your MyO2, you'll need to call them @PinkCheetara

Re: o2 Messed Up

Paul820 — Tue, 04 Nov 2025 07:30:40 GMT

@PinkCheetara

This is where you take it to the financial ombudsman, if O2 dont solve the problem or provide a satisfactory final response within 8 weeks you can contact the FOS then, they did the same to me last year with my watch account and the FOS were very helpful, O2 wrote off the device plan for the watch. Please keep an eye on your credit file as they started to mark mine as arrears etc

Re: o2 Messed Up

PinkCheetara — Tue, 04 Nov 2025 08:26:32 GMT

Appreciate you responding. How long did it take you to go to them. I started freaking when they mentioned collections, made my anxiety sky rocket.

Myo2 account is a mess everything i click when in my own price plan goes to my very old device plan and saves the bill. Like whys it saving a pdf file when ive asked for bolt ons for my airtime plan.

It was a pain to renew my contract as it was (the email never came i couldnt accept terms etc), being the loyal 20 year plus customer i decided to stay even when I cancelled my airtime plan due to the price increase but get a new airtime plan with benefits. Wondering if i should of just run, its been nothing but hassle both times now.

Re: o2 Messed Up

Cleoriff — Tue, 04 Nov 2025 08:36:19 GMT

@PinkCheetara

Once you've lodged a complaint, you have to waitup to 8 weeks for O2 to respond before moving things further. As @Paul820 said, keep an eye on your credit score though.

It's pitiful that a communications company is so damn poor at communicating!

Re: o2 Messed Up

PinkCheetara — Tue, 04 Nov 2025 11:05:47 GMT

In my complaint i stated i wanted anything that negatively impacts my credit score due to their incompetence removed. Fingers crossed i dont have to do more chasing and they fix it

Re: o2 Messed Up

jonsie — Tue, 04 Nov 2025 11:08:41 GMT

When O2 mess up they do it big time and no one seems to want to take responsibility or ownership of the error.

I wish you the best of luck @PinkCheetara

Re: o2 Messed Up

Paul820 — Tue, 04 Nov 2025 13:05:36 GMT

@PinkCheetara

I had to wait 8 weeks as O2 wouldn't take responsibility for their mistake, once I contacted the Financial Ombudsman things moved pretty quickly.

If you're using the new updated myo2 app, don't as it's doing the same for me, it's showing my current line but also all of my old devices apart from the one I currently have with them... If you use myo2 through browser like chrome etc then it's working properly.

Re: o2 Messed Up

PinkCheetara — Tue, 04 Nov 2025 15:29:23 GMT

Thanks, they've already admitted it was their fault, i have screenshots of specifically saying on chat not to cancel my device plan lol so they cant get away from it

Re: o2 Messed Up

PinkCheetara — Tue, 04 Nov 2025 15:30:51 GMT

It's not working on browser for me 😞

the app didn't change until i cancelled my airtime plan and swapped that day it changed for me i was like wth is this lol

Thanks for your help

Re: o2 Messed Up

ChanelK — Tue, 04 Nov 2025 21:09:39 GMT

How did you cancel? I didn’t know this price increase was happening until I watched Martin Lewis tv programme just now. I wanna cancel I can’t afford the phone anyway. But anyway how did you cancel? My online o2 thing is messed up I can never navigate it and nothing ever works. Sorry for the ramble xx

Re: o2 Messed Up

MI5 — Tue, 04 Nov 2025 21:21:44 GMT

@ChanelK

You can only cancel the airtime portion, not the device plan.

You still need to pay for the phone.

Call on 202 or 0344 809 0202

Re: o2 Messed Up

PinkCheetara — Sun, 09 Nov 2025 06:47:18 GMT

Update to the situation...

O2 have accepted that the airtime plan should of been "upgraded" because i just wanted to change my plan, o2 customer service wrongly disconnected the airtime and device plan, and made me do a new credit check etc.

O2 has told me they cant do anything until the last bill has been issued, theyve now changed that to, they cant do anything until im in arrears. They've stated they're probably going to mark my credit report even though its their mistake but they can "edit this" because its their mistake (ridiculous!!!)

They issued £200 credit to my account (i didnt agree to this) to which i stated. Collections are just going to take this, which they agreed and said they sent it to my bank (recieved nothing as of yet)

So all in all... o2 are incompetent

Re: o2 Messed Up

PinkCheetara — Wed, 12 Nov 2025 22:19:59 GMT

oh they're in trouble now, spoke to customer service since this £200 was supposed to be in my bank and nothing arrived, found out they didnt even action it (apparently now sending it via cheque)... despite the manager asking me for my bank details, what he did do was set up a direct debit without my permission so i nearly ended up paying for the device in full in 2 days time, I've forwarded all of this to the ombudsman now... I'm sick of dealing with incompetent staff and it just continues, that and im not happy about them making me go into arrears and marking my credit reference due to their mess up.

Re: o2 Messed Up

PinkCheetara — Sun, 14 Dec 2025 17:03:32 GMT

Last update...

For over a month i've been trying to get my device plan back on track so i could pay it, finally did it the other day and was told to make a payment THAT day or the payment agreement would be cancelled...

Roll on to today, got an (mass) email from o2 identifying they had communication issues (bit more than that you cancelled a device plan without myself asking you to just cause i wanted out of the airtime plan)... well anyway they cleared the remaining balance of my device (of which i only paid one installment for because i literally took the contract out in september). Very expensive lesson to learn o2...

I saw this had happened to multiple people so i hope they got their balance cleared too!

I never did get to go to the ombudsman... but managed to get £200 cash and £962 cleared off for the phone, due to their mess ups...

Hope you all have a merry christmas, and thanks for your help (and if they give you grief and send you round in circles, don't give up!)