topic Re: Guide Updates in Discussions & Feedback

Guide Updates

Cleoriff — Tue, 23 Jun 2020 06:52:57 GMT

GUIDE UPDATES

Recent discussions HERE about locking guides a week or so after they were posted, resulted in an agreement to have a section where all of us could ask for a guide to be updated if we felt it necessary.

So I'll start it off.

The first guide which needs an update is this one

If you check it out it says....

"New devices come with 3 sims so you can choose the size which fits your phone"(I don't think they do? I thought one sim was sent and you pushed out the size you needed OR the correct sim for the phone was sent out with your device? (Confirmation please?)

Is the sim blank or does it have a temporary number attached? (Nothing is mentioned in the guide)
Finally the question we are always being asked is, do I do the swap from my old sim or the new one? It may be obvious to us, but not everyone knows.

Those are the things I think need changing or added to the Sim Swap Guide. Any more suggestions would be welcomed.

Re: Guide Updates

gmarkj — Tue, 23 Jun 2020 09:19:12 GMT

Great idea, and mentioning the new sim being sent out when you upgrade is definitely worth including.
How many questions are there about do I use my new sim or my old one, and the new one not working?

Re: Guide Updates

Cleoriff — Tue, 23 Jun 2020 09:29:01 GMT

Yes, the part about a new sim being sent out when you upgrade (even though you can continue using the old one, if it fits the new phone) should be included @gmarkj

Maybe even a section about activating the new sim?

Thanks.

Re: Guide Updates

gmarkj — Tue, 23 Jun 2020 10:28:24 GMT

+1 for activating a new sim!

Re: Guide Updates

Marjo — Wed, 24 Jun 2020 14:44:09 GMT

Nice one @Cleoriff thanks for starting this topic. I've pinned this to the top of the board so it's easily found.

Good suggestions for the SIM swap guide- we can get that updated soon. Keep them coming if you can think of any other improvements/updates guys.

Re: Guide Updates

Marjo — Fri, 17 Jul 2020 14:16:23 GMT

Hey @Cleoriff , @gmarkj and everyone, took me a while sorry for the delay, but I got some information that we could add into the SIM swap guide based on your ideas above. I'll paste below:

New devices come with 3 sims so you can choose the size which fits your phone

A SIM card is sent with the 3 size option: Standard, Micro and Nano SIM. You just need to break out what size you require. It is detailed on the card what area you need to break out for what size. A recommendation is to do it carefully as breaking out the Nano when a Mirco SIM is needed will require a whole new SIM to be sent.

Is the sim blank or does it have a temporary number attached?

There is no number attached to a replacement Pay Monthly SIM card, it is blank.

Finally the question we are always being asked is, do I do the swap from my old sim or the new one?

If texting 'Swap' to 20220 to activate the SIM this needs to be sent from the old SIM only, the new SIM won’t be active to enable this.

SIM swaps can now also be actioned via your My O2 app. You’ll find an option under ‘Manage your account’ of ‘Swap your SIM’. You’ll need to re-enter your My O2 username and password, you’ll then be sent a verification code via text to your phone. Once this has been confirmed you can enter your new SIM info and this will be swapped within 24hrs.

As mentioned above you can also text ‘Swap’ to 20220 to activate it.

If you don’t have an active SIM to do either of the above to you’ll need to call customer services to activate it. Please be aware they can only activate SIMs that have been ordered off your account for security reasons.

Re: Guide Updates

Cleoriff — Fri, 17 Jul 2020 17:12:35 GMT

That sounds excellent @Marjo

Re: Guide Updates

Marjo — Tue, 21 Jul 2020 17:05:48 GMT

FYI guys, the SIM swap guide has been updated.

Re: Guide Updates

Cleoriff — Tue, 21 Jul 2020 17:23:03 GMT

@Marjo

Changes look good, though I have mentioned on the thread that sometimes there is no need to sim swap if the old sim fits the new phone. We advise this frequently.

Edited to add: Pleased to see the '2017' part has been removed. This makes it more current.

Re: Guide Updates

Marjo — Wed, 22 Jul 2020 10:41:53 GMT

@Cleoriff wrote:

@Marjo

Changes look good, though I have mentioned on the thread that sometimes there is no need to sim swap if the old sim fits the new phone. We advise this frequently.

Edited to add: Pleased to see the '2017' part has been removed. This makes it more current.

Makes sense! I can add that in.

Re: Guide Updates

Marjo — Wed, 29 Jul 2020 09:17:31 GMT

Hey guys, we have a new guide opportunity that we'd like to collaborate with you on. This is something we're looking to get posted pretty soon - anyone have some time and interested in helping to draft and post?

It's a how-to guide about the O2 Extras, covering how they work and some of the frequently asked questions to help with the usual queries we see here on the community as well. We have some information we've gathered on our end to share for the guide.

Re: Guide Updates

Cleoriff — Wed, 29 Jul 2020 09:24:09 GMT

I think that's a damn good idea @Marjo

As I have never taken an opportunity to have an Extra, I really wouldn't be much help.

I do know the Disney and Amazon extras have created masses of problems. Particularly on cancellation.

Also on contacting CS, it appears they offer limited help.

Re: Guide Updates

MI5 — Wed, 29 Jul 2020 09:31:51 GMT

If anyone can figure it out, a guide would be extremely helpful

Re: Guide Updates

Mi-Amigo — Wed, 29 Jul 2020 09:39:51 GMT

Great idea for guide on Extras @Marjo .

Although doesn`t affect me personally, reading the various posts and questions seems to be a regular subject raised by members, especially new subscribers to O2.

Re: Guide Updates

Marjo — Wed, 29 Jul 2020 12:59:31 GMT

Thanks guys awesome to hear you think it's a good idea too. Now just waiting for that volunteer

As I mentioned we have some pre-existing information gathered already so it shouldn't be super difficult to put together. We can also get others to reply with comments and add more info collaboratively later on.

Re: Guide Updates

MI5 — Wed, 29 Jul 2020 13:10:02 GMT

If you know how to @Marjo let us know, 'cause no one here knows for sure......

Re: Guide Updates

Cleoriff — Wed, 29 Jul 2020 13:38:27 GMT

@MI5 wrote:
If you know how to @Marjo let us know, 'cause no one here knows for sure......

I second that @Marjo

No matter what answer we give, there is always someone who comes back to say O2 have to do it.

Someone said 'turn off auto renewal'...the poster came back and said they didn't have that option in My O2.

To be honest, if O2 are saying 'ask on the forum' OR 'sorry I don't know how we can help' OR 'Not sure what you are talking about' then I don't think there is one of the regulars who knows enough to do a guide.

Edited to add this post from today https://community.o2.co.uk/t5/Pay-Monthly/cancelling-disney/m-p/1376206/highlight/true#M208002

There are generally between 3-4 like this a day.

Re: Guide Updates

Marjo — Wed, 05 Aug 2020 14:33:08 GMT

@Cleoriff let me know if you'd like a new topic for brainstorming/planning the Extras guide in case you feel it's better in it's own topic.

Suggested structure and things to cover - we could collaborate on writing these different parts perhaps - and then bring everything together when ready. (Edit: we could use the Drafting Room!) The Disney+ extra would be especially important to cover in the guide.

Introduction to what are O2 Extras (sources that we can use here and here)
Where are they in My O2 (app and web steps, some screenshots would be cool)
Frequently asked questions and answers: general
Frequently asked questions and answers: help with issues (Disney+ Help Center related to O2 here)

I can help getting the correct answers to the questions to cover, if we can build a list of these and anything you're unsure of we'll check on our end. How does that sound? So far on my list:

How to activate the Extra?
Eligibility - what if you only see the paid option via My O2 even if you qualify?
FAQs around the billing aspect
Cancellation
How the discount appears
28 days redeeming window and trial starting date
What to do if you get an error during the redemption
What if they already have an existing subscription?

Re: Guide Updates

Marjo — Wed, 12 Aug 2020 09:00:51 GMT

Ok, I will start the guide - I'll post first in the Discussions & Feedback and maybe we can work on it together there - I'd love if you guys can look over the info once I've added some, and see if it all makes sense and would help with the queries you see here on the community. How does that sound?

And if you feel there's questions you're seeing that are not covered in the guide, or something doesn't make sense or needs changing, please let me know and we can find the information to add in.

Re: Guide Updates

Cleoriff — Wed, 12 Aug 2020 09:18:59 GMT

@Marjo

Sincere apologies, I totally missed your post on the 5th (Looking to the time it was posted, it was during my siesta!) Love the tumbleweed.

I'm not bothered what's included at all. Having never had an extra, I don't understand it, so won't be offering to do it. I just need to get it clear in my mind, before I refer people to it.

We are seeing more and more posts with people who are unable to CANCEL the extra.

Edited to add, of course I will ask for clarification if there is something I don't understand.