topic Re: PAYG Classic cut off!! (without warning) in Pay As You Go

PAYG Classic cut off!! (without warning)

Anonymous — Wed, 06 Dec 2023 18:48:30 GMT

Has anybody recently been cut off even though used very recently? (no signal, sim unassigned, balance £0 etc.)

I managed to get it back and credit re-established after a couple of calls to C/S.

What gives??

Re: PAYG Classic cut off!! (without warning)

madasaf1sh — Wed, 06 Dec 2023 19:05:24 GMT

@Anonymous

All depends on when you last topped up and used the sim card, as the terms and conditions do state that you need to do the following

If you don’t top up, or add a Bolt On at least once in any six month period, your mobile will be disconnected and you’ll lose any credit on your account

Classic Pay As You Go | Help & Support | O2

Re: PAYG Classic cut off!! (without warning)

Anonymous — Wed, 06 Dec 2023 19:18:41 GMT

@madasaf1sh

Thanks for replying.

I use the classic 321 sim every month or two to keep it going.

There’s a confusion of terms between ‘chargeable activity vs top-up’ every six months.

Re: PAYG Classic cut off!! (without warning)

MI5 — Wed, 06 Dec 2023 19:29:30 GMT

@Anonymous

For the classic sim you must make a chargeable call at least once every 6 months.

There is no requirement to top up or add a bolt on with that tariff.

Re: PAYG Classic cut off!! (without warning)

madasaf1sh — Wed, 06 Dec 2023 19:39:30 GMT

@Dave-O2

Can you confirm, as the website now says the above that I have posted and what @mi5 is saying about a chargeable call rather than a top up as the T&C's conflict with the published information

Re: PAYG Classic cut off!! (without warning)

Anonymous — Wed, 06 Dec 2023 19:40:56 GMT

@MI5

Thanks for reply

Do they make mistakes ?? (Weird why now, last used 24/11/23 chargeable text)

Re: PAYG Classic cut off!! (without warning)

MI5 — Wed, 06 Dec 2023 19:46:51 GMT

@Anonymous

Not a text. I made the word CALL in bold.

ps. The website is also wrong as is not tariff specific.

Re: PAYG Classic cut off!! (without warning)

madasaf1sh — Wed, 06 Dec 2023 19:46:58 GMT

I have asked for clarification, as the t&c's mention chargable call but the webpage now mentions top up, so it could be the last top up date, if it was more than 6 months ago...

In typical Mobile Network style either could be true @Anonymous

Re: PAYG Classic cut off!! (without warning)

MI5 — Wed, 06 Dec 2023 19:49:54 GMT

100% chargeable call only on the classic tariff regardless of what O2 tell you or want you to believe (they just want you to spend money with them).

Re: PAYG Classic cut off!! (without warning)

jonsie — Wed, 06 Dec 2023 19:58:32 GMT

I had the Classic PAYG and made sure I made a chargeable call once every 4/5 months

All was well for 2 years but this year in May I went to make a call and the sim had been disconnected

When I rang up they told me it was disconnected because I hadn't topped up for over 12 months

I lost the number and credit because it had been reclaimed 4 months previously

So it would seem that they are enforcing the top up rule regardless of making the required call

Re: PAYG Classic cut off!! (without warning)

Anonymous — Wed, 06 Dec 2023 19:58:34 GMT

@MI5

thanks for reply, I’ve always texted every month or so for quite a while.

Re: PAYG Classic cut off!! (without warning)

Anonymous — Wed, 06 Dec 2023 22:03:27 GMT

@jonsie Shame U got kicked off. Ex employee here said they could reconnect before the number went onto stage two of number recycling

Inactivity uncertainty and signal strength making o2 less appealing.

Re: PAYG Classic cut off!! (without warning)

pgn — Wed, 06 Dec 2023 22:16:14 GMT

@jonsie wrote:
I had the Classic PAYG and made sure I made a chargeable call once every 4/5 months
All was well for 2 years but this year in May I went to make a call and the sim had been disconnected
When I rang up they told me it was disconnected because I hadn't topped up for over 12 months
I lost the number and credit because it had been reclaimed 4 months previously
So it would seem that they are enforcing the top up rule regardless of making the required call

That's why Ts&Cs exist - so cavalier management decisions or unknowing (I almost wrote "uncaring" there!) CS agents can just ignore them, @jonsie.

Re: PAYG Classic cut off!! (without warning)

Dave-O2 — Thu, 07 Dec 2023 09:26:53 GMT

Thanks for the tag @madasaf1sh

I'll get this clarified and provide an update as soon as possible 👍

Re: PAYG Classic cut off!! (without warning)

Anonymous — Thu, 14 Dec 2023 18:48:48 GMT

@Dave-O2

Hi,

I'm being bugged to accept a solution but not resolved yet !!

Ofcom says:

If you're concerned that your PAYG phone might be suspended because you don't use it enough, ask your provider:

How long will it be before they suspend an inactive phone?
What can you do to make sure your phone stays active? Do you have to make a call, or can you simply send a text?

If you use search-engine and ask about o2 Classic inactivity, it's still clear as mud !!!

Re: PAYG Classic cut off!! (without warning)

Anonymous — Thu, 21 Dec 2023 02:03:09 GMT

@Dave-O2

Is this thread going to be updated (‘after all’ you are the community manager!)

Looks like (if no reply) once 8 weeks have passed I’ll need to contact ‘Communications Ombudsman’

Re: PAYG Classic cut off!! (without warning)

Enlli — Thu, 21 Dec 2023 08:50:27 GMT

He can only report what is fed back from the powers that be. And Classic PAYG will be bottom of their list. It's redundant looses money.

I fully expect O2 to close their PAYG like Virgin did and shift things to Giffgaff

Re: PAYG Classic cut off!! (without warning)

Dave-O2 — Thu, 21 Dec 2023 09:57:24 GMT

Hey @Anonymous

I'm still waiting for confirmation on this, once i have any further updates to share, i'll update this thread.

Re: PAYG Classic cut off!! (without warning)

Anonymous — Thu, 21 Dec 2023 13:21:15 GMT

@Enlli

That’s as may be, we still are functioning as classic customers and need to know (without ambiguity) where we stand in a ‘timely’ manner.

Re: PAYG Classic cut off!! (without warning)

Oxonian — Thu, 21 Dec 2023 20:17:19 GMT

@Enlli wrote:
He can only report what is fed back from the powers that be. And Classic PAYG will be bottom of their list. It's redundant looses money.
I fully expect O2 to close their PAYG like Virgin did and shift things to Giffgaff

I agree with you @Enlli on classic PAYG, which is already being phased out as new customers can no longer sign up.

I do wonder how Big Bundles and Rolling Plans will be dealt with as they will provide a regular and possibly more substantial income stream to O2 ? And it probably isn't as easy as moving folks onto contracts, as I guess that many who utilise Rolling Plans do so because they would fail a credit check.