topic Re: Reconnection? in Pay Monthly

Reconnection?

Anonymous — Tue, 03 Mar 2015 09:53:16 GMT

So I've been cut off and would like to pay my bill but can't ring out not even the free 202 number, before anyone tells me to ring using a landline I do not have one, my lowest bill in the last year or so was £98 and highest in November at £228 I have been in hospital for just over 2 weeks and on my return home I am on bedrest for 6weeks however the cretins at O2 don't care your just another number to them!! However I still can't pay my bill and online chat tells me to come back between 7am and 11pm, baring in mind it's 9:50am..... I want my phone back on so I can pay entire tarrif of and get shut of O2,very poor customer service and very poor system when a customer is trying to pay a bill

Re: Reconnection?

MI5 — Tue, 03 Mar 2015 10:00:50 GMT

I suggest you set up a direct debit to prevent this from happening in future.
For now you will have to borrow someone else's phone.
As you are on bedrest, I assume you have someone caring for you, so borrow their phone.
If not an O2 phone use the numbers listed here http://www.o2.co.uk/contactus

Re: Reconnection?

jonsie — Tue, 03 Mar 2015 10:04:28 GMT

What is the problem paying online? Is it asking you to call or are you getting an error message? Have you tried through the My O2 app on the phone over wifi or is that showing a problem?

Re: Reconnection?

Cleoriff — Tue, 03 Mar 2015 10:12:54 GMT

Are you able to pay through My O2? ....You obviously have access to the internet as you are posting on here?

http://www.o2.co.uk/myo2

Re: Reconnection?

Anonymous — Tue, 03 Mar 2015 10:13:40 GMT

Jonson thanks for constructive reply my app isn't giving me an option to pay via wifi and the main site when I go into live chat starts to connect then tells me to come back between 7am - 11pm, it's 10.09am now

M15 there isn't anybody looking after me and no phone box for a mile I have crutches and it's my back that is the problem, all direct debits got canceled before I went into hospital as I have opened a business acc being a self employed plumber and never managed to set them up before my accident!! I still can't do it as I was cut off while in hospital,

Re: Reconnection?

Cleoriff — Tue, 03 Mar 2015 10:16:46 GMT

There is still the MyO2 option available to you through the website?

Edited to add...don't use Live chat for this payment. They aren't too good with account based issues...

Re: Reconnection?

Anonymous — Tue, 03 Mar 2015 10:16:08 GMT

Yes via wifi but on app I goto latest airtime bill
Click on ons gives me a box telling me to ring customer service

Re: Reconnection?

Anonymous — Tue, 03 Mar 2015 10:17:25 GMT

I'll try main website again

Re: Reconnection?

MI5 — Tue, 03 Mar 2015 10:18:16 GMT

Nothing we can suggest is going to fix this so I will call @Toby who may be able to get some details from you and assist.

Re: Reconnection?

jonsie — Tue, 03 Mar 2015 10:19:23 GMT

@Anonymous wrote:
Yes via wifi but on app I goto latest airtime bill
Click on ons gives me a box telling me to ring customer service

Ok that's probably because the account is in arrears and customer service need to speak to you. I can't see how you can resolve this without access to a phone. Maybe a neighbour or friend if you can contact them to borrow their phone?

Re: Reconnection?

Anonymous — Tue, 03 Mar 2015 10:22:22 GMT

Ok looks like I need another phone as you say, tyred main website and it tells me to ring 202,which doesn't work, if live chat worked that would be a bonus, thanks everyone much appreciated

Re: Reconnection?

jonsie — Tue, 03 Mar 2015 10:25:24 GMT

Try the live chat link on this page : http://www.o2.co.uk/how-to-complain/complain#

Re: Reconnection?

Anonymous — Tue, 03 Mar 2015 12:59:40 GMT

I think to be fair to O2 how are they to know you have been in hospital and are now bed ridden? Just playing devils advocate here but mine readers they are not.

I do find it strange though that when service is restricted you can't even call O2? ??? That just seems nonsensical to me. Even incompetent. At the end of the day O2 want payment. We see that. The OP WANTS to pay yet he can't because of a quite frankly barmy rule.

On other networks if you are in arrears and you try to make a call your call is routed through either to the payment line or customer services. @Toby this is schoolboy stuff. Can't O2 get their act together?

As for the OP then again why won't the website accept a payment. Isn't that what o2 want? RIDICULOUS.

Re: Reconnection?

MI5 — Tue, 03 Mar 2015 13:17:55 GMT

We have raised the same issues with difficulty in paying in the past (in this scenario) and have been shot down by CS advisors telling us all we are wrong.

Re: Reconnection?

jonsie — Tue, 03 Mar 2015 14:43:37 GMT

It just makes no sense but there again O2 will put the onus on the customer to make payment no matter the inconvenience. It makes perfect sense for calls to be enabled direct to customer service but then again this is O2....