topic Re: Service suspended 2 days after renewing in Discussions & Feedback

Service suspended 2 days after renewing

g7rpo — Fri, 01 Jun 2018 19:19:52 GMT

Currently on hold listening to a very bad version of the arctic monkeys trying to find out why my service has been suspended when the recorded message advises me that the amount I owe is zero!

Now i have to spend time time listening to the attrocious music while I wait for a CS person.

Re: Service suspended 2 days after renewing

Cleoriff — Fri, 01 Jun 2018 19:20:31 GMT

Hi @g7rpo You will have to hold on I'm afraid. We have no access to your account.

Only customer services can advise you

Best of luck...

Re: Service suspended 2 days after renewing

MI5 — Fri, 01 Jun 2018 19:24:46 GMT

Whilst you're waiting, check your postcode for any faults http://status.o2.co.uk/
and try some of the tips here too https://community.o2.co.uk/t5/How-to-Guides/How-can-I-sort-out-my-network-issues/ba-p/1014088

Re: Service suspended 2 days after renewing

g7rpo — Fri, 01 Jun 2018 19:39:52 GMT

Was a ****** up with a DD for the final payment on the device plan which meant £25 was owed, but nothing on airtime which explained why the recorded message was saying I owed zero.

Made payment and hopefully all should be ok now

Re: Service suspended 2 days after renewing

MI5 — Fri, 01 Jun 2018 19:57:31 GMT

Should be OK after midnight when the system updates.

Re: Service suspended 2 days after renewing

g7rpo — Fri, 01 Jun 2018 20:03:25 GMT

Ill give the phone a restart tomorrow if no joy Ill call back in, at least its all squared off and everything is back as it should be now.

Re: Service suspended 2 days after renewing

MI5 — Fri, 01 Jun 2018 20:04:58 GMT

Best of luck mate.

Re: Service suspended 2 days after renewing

Cleoriff — Sat, 02 Jun 2018 06:28:16 GMT

@g7rpoI hope this is sorted this morning.?

Re: Service suspended 2 days after renewing

jonsie — Sat, 02 Jun 2018 12:52:14 GMT

Hope so too. Perhaps @g7rpo can update once it's sorted out.

Re: Service suspended 2 days after renewing

EmilieT — Mon, 04 Jun 2018 11:15:21 GMT

Hi @g7rpo, I hope it's all sorted now Let us know if it has update all fine or if you need further help!

Re: Service suspended 2 days after renewing

g7rpo — Mon, 04 Jun 2018 17:33:22 GMT

Yep, sorry all sorted, took a couple of hours to get data back but was all back my about 2pm the next day

Re: Service suspended 2 days after renewing

jonsie — Mon, 04 Jun 2018 17:37:22 GMT

Good news @g7rpo 😀

Re: Service suspended 2 days after renewing

MI5 — Mon, 04 Jun 2018 17:38:16 GMT

Good to hear mate.

Re: Service suspended 2 days after renewing

Cleoriff — Mon, 04 Jun 2018 17:54:15 GMT

Yes.. great to hear @g7rpo

Re: Service suspended 2 days after renewing

g7rpo — Mon, 11 Jun 2018 17:27:05 GMT

Unfortunately this isnt where it ended.

During the initial call where my service was suspended, I was given a £10 goodwill credit, so I paid £15 on a card as the outstanding was £25.

On the 6th I was suspended again, due an outstanding £10 owed on the device plan....At this point I was getting exasperated.

The CSR kept telling me why it had happened but couldn't explain to me how it was acceptable that this happened.

Eventually spoke to a manager who was excellent, and restored service and promised me that this wouldn't happen again...

Today I got an email and a letter telling me that if I didn't clear the outstanding balance of £10 then I would be disconnected and charged the entire contract.

Called once more (have 1 more day on my cooling off period) before I move to another carrier.

Spoke to a CSR who didn't seem to be able to grasp my problem, asked to speak to a manager to whom I went through it all again, he explained that the credit was added to the airtime and not device plan, and that this couldn't be moved to the device plan.

With this explained I agreed to pay the £10 on a card and was put through to the payment dept.

Was on hold for a while but eventually spoke to someone who told me that he had moved the £10 from the airtime to the device plan and everything would continue and payments would be made via DD as they should.

I am very confused and also expecting that my service will be disconnected tomorrow and Ill be going to another carrier.

Will be interesting....

Re: Service suspended 2 days after renewing

Cleoriff — Mon, 11 Jun 2018 17:41:28 GMT

What an absolute mess @g7rpo

Hopefully this is now sorted. Fingers crossed

Re: Service suspended 2 days after renewing

MI5 — Mon, 11 Jun 2018 17:48:41 GMT

You couldn't make it up, but unfortunately, you don't have to with O2!

Re: Service suspended 2 days after renewing

madasaf1sh — Mon, 11 Jun 2018 18:22:07 GMT

The credit control / payment team and even platinum teams can do things normal agents and managers can’t do.. it’s as simple as that really

Re: Service suspended 2 days after renewing

jonsie — Tue, 12 Jun 2018 00:45:27 GMT

You have finally spoken to the right people. I am sure all will be ok now though....