topic Re: Problems activating a new Classic Sim PAYG in Discussions & Feedback

Problems activating a new Classic Sim PAYG

Ank — Sat, 29 Dec 2018 18:51:53 GMT

Ordered a Classic PAYG SIM online, popped it in and tried to top up online. It wouldn't accept any credit cards (Amex, Visa or Mastercard) with an error message that the card is not an accepted card type! Re-entered card number to make sure no mistakes in typing it in...same error.

Called up O2, kept getting shoved into automated top up, but ended up with the same error - can't process.

Finally got to speak to someone, who informed me that the SIM needed to be 'activated'. Now that goes against all help and guidance provided on the SIM package and online - i.e. No Activation is needed - just top up!

I was asked to wait an hour or so. Tried after 3 hours, still doesn't work. (and yes, switched phone off and on).

I have now been asked to visit a physical store to buy an e-voucher or top up card, as 'that is what is required for the first time'! Having wasted more than an hour on this, i can't believe the instructions can be so contradictory - not sure if if i should simply look somewhere else.

In this day and age, should it be so difficult to get going with a PAYG sim??? Is this just O2 or the same with the other operators? Or am i missing something....

Any insights will be much appreciated, thanks.

Re: Problems activating a new Classic Sim PAYG

jonsie — Sat, 29 Dec 2018 18:55:50 GMT

Yes, for some reason known only to O2, the first top up has to be done by voucher! Quite ridiculous these days. Of course, customer service deny this is what you need to do.....

Re: Problems activating a new Classic Sim PAYG

Ank — Sat, 29 Dec 2018 19:05:07 GMT

Thanks Jonsie.
So ordering a new PAYG sim online with O2 is just silly - you have to go to a store anyway.

Re: Problems activating a new Classic Sim PAYG

MI5 — Sat, 29 Dec 2018 19:05:13 GMT

All PAYG sims are activated already so you don’t need to do it. Just make first top up with a voucher.

Re: Problems activating a new Classic Sim PAYG

Cleoriff — Sat, 29 Dec 2018 19:11:26 GMT

@Ank

For info in the future, all ways to top up are here (after the first one via a voucher)

https://community.o2.co.uk/t5/How-to-Guides/How-to-Top-Up-PAYG/ba-p/1156408

Re: Problems activating a new Classic Sim PAYG

jonsie — Sat, 29 Dec 2018 19:12:02 GMT

It's better to go instore anyway as they top it up and charge you the £10.

Re: Problems activating a new Classic Sim PAYG

MI5 — Sat, 29 Dec 2018 19:16:46 GMT

You can buy a voucher in most corner shops and supermarkets or via an ATM machine.

Re: Problems activating a new Classic Sim PAYG

Ank — Sat, 29 Dec 2018 19:28:45 GMT

Thanks everyone for the quick responses! 🙂

I now get it that the first time top up, with O2, requires 'going somewhere' - an O2 store, corner store, ATM machine, etc. I wish this was made clear on O2's website when placing the order online - currently it gives the impression that you can be up and running from the convinience of your home. It is misleading and if i knew upfront, I would have selected another provider.

They probably have an archaic technical solution which is too low priority to change for now, hence the need for vouchers, etc for the first time - but that is no excuse for deliberately misleading new customers.

Re: Problems activating a new Classic Sim PAYG

MI5 — Sat, 29 Dec 2018 20:11:50 GMT

You’ve sussed it out perfectly.

Re: Problems activating a new Classic Sim PAYG

pgn — Sat, 29 Dec 2018 21:00:52 GMT

@Ank wrote:
but that is no excuse for deliberately misleading new customers.

...something at which they excel, unfortunately.

Online VAT Invoices (Pay Monthly) are another simplicity that's grossly overcomplicated with O2...

Re: Problems activating a new Classic Sim PAYG

Marjo — Fri, 04 Jan 2019 14:45:20 GMT

Hi @Ank and all, thanks for your feedback on this, we'll make sure to pass it on. The first topup can now be done via bank card, however in some cases it might fail the first time due to security checks and that's why it's recommended to use a voucher.

Re: Problems activating a new Classic Sim PAYG

Ank — Sat, 05 Jan 2019 23:48:32 GMT

So....having receievd all the feedback here, I decided to go to the high street branch and get myself a voucher. At the store I casually asked the person helping me if i should be able to top up online using a credit card. The response - yes i can, but first the SIM has to be activated. Here's how the conversation broadly went...

Me: Your colleague on the phone has already done the 'activation', but it still doesn't work

O2: Give me your no. and i will activate it for you

Me: Well, it has already been activated, however, here it is if you think it makes a difference

Received a text message with an activation code and passed it on to the O2 sales person, who did some 'activation' activity on his screen.

Me: So now that you have re-activated it, i should be able to top up online, right?

O2: I can do the top up for you, how much would you like to top up

Me: £10, but shall i try it myself on the app to see if it works now?

O2: I am trying to help you, just pop your credit card in.

Me: Thanks very much but I would like to do it myself online, is that not possible - if not then just please say so.

O2: I am trying to help you, do you want the top up or not

At which point i walked out of the store, ordered a SIM online from Three, received it the next day, popped it in, activated it online and topped it up, all within a few minutes.

I didn't need to use O2 for this simple PAYG, but i gave it a try as i have a business account with them. I simply don't understand why they can't be upfront with the customer about this - if they had, i would be a customer with them rather than Three. All the person at the store had to say was 'no, the first time you have to do it through us, and then it will work fine online after that'

I went through some hassle to finally have a working SIM, but it became a matter of principle.

This community has been great, hence i wanted to 'close off the chapter so to speak'! 🙂

The experience with O2 on this one, not so good i'm afraid.

Re: Problems activating a new Classic Sim PAYG

jonsie — Sun, 06 Jan 2019 01:40:30 GMT

The bin was the best place for the sim. I understand the frustration but O2 will simply not accept that a first top up cannot be done online or any other way bar a voucher. I'm sure that one day they will fix it but first they have to accept that there is a problem.

Re: Problems activating a new Classic Sim PAYG

Cleoriff — Sun, 06 Jan 2019 08:20:41 GMT

@jonsie wrote:
The bin was the best place for the sim. I understand the frustration but O2 will simply not accept that a first top up cannot be done online or any other way bar a voucher. I'm sure that one day they will fix it but first they have to accept that there is a problem.

No they wont accept it @jonsie. Therein lies the problem. Even after the guidelines were updated, I refused to remove the section in red re the first top up via voucher. Despite being told numerous time, via O2, this wasn't the case and you could use ANY method to top up first, customers posting here proved that wrong, time and time again.