topic Re: Prepay Credit Expires? in Pay As You Go

Prepay Credit Expires?

diablo30 — Tue, 26 Nov 2019 09:56:26 GMT

Hi all. When I check my credit on the o2 app, it says “expires on 26 December” (Today is 26 Nov) My wife’s phone is showing the same.

I thought prepay credit didn’t expire?

Re: Prepay Credit Expires?

Pete58 — Tue, 26 Nov 2019 10:11:49 GMT

Just had a look on my back up phone if you go through the O2 app mine says my credit will expire on the 26th December, if I sign into my o2 on the Web using my mobile it just displays how much credit I have nothing about expiring hopefully someone can explain why the app says 1 thing and the Web says another

Re: Prepay Credit Expires?

Cleoriff — Tue, 26 Nov 2019 10:14:20 GMT

Hi @diablo30

What tariff are you on? If it's Big Bundles you need to top up monthly https://www.o2.co.uk/help/pay-as-you-go/big-bundles

If its Classic PAYG then you need to make a chargeable call or text every 6months and top up every 999 days

Re: Prepay Credit Expires?

Cleoriff — Tue, 26 Nov 2019 10:16:14 GMT

@Pete58

Sounds like a system glitch. I will mention it to our managers @Marjo @Martin-O2 ?

Re: Prepay Credit Expires?

diablo30 — Tue, 26 Nov 2019 10:22:45 GMT

Please do, thanks

Re: Prepay Credit Expires?

diablo30 — Tue, 26 Nov 2019 10:23:55 GMT

Thanks for your reply. We’re both in the classic payg, no bundles or add-ons.

This is the first time I’ve seen it since we joined o2 3 years ago

Re: Prepay Credit Expires?

Cleoriff — Tue, 26 Nov 2019 10:27:28 GMT

@diablo30 wrote:
Thanks for your reply. We’re both in the classic payg, no bundles or add-ons.

This is the first time I’ve seen it since we joined o2 3 years ago

@diablo30

O2 are looking to phase out the Classic PAYG. I have a feelling this may have something to do with that. They are looking to change everyone to Big Bundles. Our managers should have more information.

Re: Prepay Credit Expires?

Pete58 — Tue, 26 Nov 2019 10:28:15 GMT

@Cleoriff
Im the same as @diablo30 classic payg no bundles or add on I hope its a glitch

Re: Prepay Credit Expires?

Pete58 — Tue, 26 Nov 2019 13:59:55 GMT

Asked my brother to have a look at his my o2 app and he has confirmed the same message on his phone expiry date 26th December for credit hopefully one of the manager/moderator can sort it out for us

Re: Prepay Credit Expires?

Cleoriff — Tue, 26 Nov 2019 14:04:55 GMT

Any news @Marjo @Martin-O2 ?

Re: Prepay Credit Expires?

Martin-O2 — Tue, 26 Nov 2019 14:18:24 GMT

Cheers for the mention here @Cleoriff!

@diablo30, @Pete58 I'll ask our Guru team if they're aware of this and what it means. They may need some details from you so I'll drop you both a message if this is the case.

Re: Prepay Credit Expires?

Cleoriff — Tue, 26 Nov 2019 14:57:55 GMT

Thanks @Martin-O2 . It would be interesting to know if this is anything to do with O2 wanting all PAYG customers to move to Big Bundles. Currently @diablo30 and @Pete58 are both on Classic PAYG

Re: Prepay Credit Expires?

MI5 — Tue, 26 Nov 2019 15:06:22 GMT

If that's what they are intending the three classic PAYG numbers I have with O2 will all be moving to Three.
One is my 84 year old mother's phone, one in a tracker and one in a MiFi device for mapping updates. All are low use and do not justify £10 a month each for me.
I can get the same as I get now on Three so will be moving them, not that O2 will care if that's their intention anyway. Mind you, when did they ever actually care about their customers?

Re: Prepay Credit Expires?

Pete58 — Tue, 26 Nov 2019 15:07:11 GMT

Thanks @Martin-O2 and thanks @Cleoriff for bringing it to the attention of Martin I was wondering if they are going to shut down classic payg completely

Re: Prepay Credit Expires?

Martin-O2 — Tue, 26 Nov 2019 16:06:01 GMT

@Pete58, @diablo30, @Cleoriff, @MI5 I've had a response on this and the expiry date you're seeing is due to a technical issue with My O2. Your credit will not expire and this error should be corrected with an update soon.

Re: Prepay Credit Expires?

MI5 — Tue, 26 Nov 2019 16:08:55 GMT

Oh, another glitch !

Good news at least

Re: Prepay Credit Expires?

MI5 — Tue, 26 Nov 2019 16:12:09 GMT

@Pete58 wrote:
I was wondering if they are going to shut down classic payg completely

As I think you may be aware, the classic tariff is no longer available to new customers, however, historically, when tariffs have been discontinued, customers already on that tariff have been allowed to stay on it.

Re: Prepay Credit Expires?

Pete58 — Tue, 26 Nov 2019 16:17:18 GMT

Thanks for the good news @Martin-O2 much appreciated will let my brother know put his mind at ease and @MI5 thanks for your reply as well, just when I saw the message I thought the worse

Re: Prepay Credit Expires?

Martin-O2 — Tue, 26 Nov 2019 16:41:45 GMT

@MI5 Yes fingers crossed this will be sorted soon but if you see anyone else affected feel free to spread the good news!

No worries @Pete58! I'm happy I was able to get a quick answer for you.

Re: Prepay Credit Expires?

diablo30 — Tue, 26 Nov 2019 18:05:20 GMT

Thanks everyone!