topic Re: Payg in Discussions & Feedback

Payg

Anonymous — Thu, 25 Aug 2016 07:38:10 GMT

How about putting the correct instructions in the payg sim pack

Here's what it tells me to do......To top up to online O2.co.uk/topup doesn't work can't phone CS of payg phone no credit.

Phoned of landline to be told 1st top up must be via voucher, no mention of that in sim pack

The idea was to try O2 with a view to opening two accounts, if you can't get instructions correct in sim packs maybe I won't bother.

Re: Payg

MI5 — Thu, 25 Aug 2016 08:29:07 GMT

The 1St top up via voucher is something that we identified on here as being necessary.
Sounds like CS are reading the forum to get advice now

Re: Payg

Cleoriff — Thu, 25 Aug 2016 08:33:43 GMT

I am going to want clarification on this @Toby We have seen it mentioned before many times about using a voucher to top up first time... If this is actually the case then I want to change the Ways to Pay guidelines (as these include payg advice)

Re: Payg

MI5 — Thu, 25 Aug 2016 08:34:49 GMT

It is but up to now o2 have denied it.
Looks like CS have finally accepted it though.

Re: Payg

Cleoriff — Thu, 25 Aug 2016 08:37:37 GMT

@MI5 wrote:
It is but up to now o2 have denied it.
Looks like CS have finally accepted it though.

I asked for clarification about a year ago and was told it didn't need to be a voucher...but it is certainly looking as if they do.

Re: Payg

MI5 — Thu, 25 Aug 2016 08:40:33 GMT

We all know it is required......
The system may not be set up that way though so they either need to fix the glitch or advise correctly.

Re: Payg

Cleoriff — Thu, 25 Aug 2016 08:48:12 GMT

I am going to ask to edit the Ways to Pay guidelines anyway. I think adding 'It may be advisable to use a voucher to top up in the first instance' ...will cover it.

Re: Payg

MI5 — Thu, 25 Aug 2016 08:53:51 GMT

For sure.

Re: Payg

jonsie — Thu, 25 Aug 2016 08:57:51 GMT

Have to agree about the first top up. Why should people have to buy a voucher?
Just as an aside though, the top up line is 4444 and is free.

Re: Payg

Cleoriff — Thu, 25 Aug 2016 09:00:06 GMT

@jonsie wrote:
Have to agree about the first top up. Why should people have to buy a voucher?
Just as an aside though, the top up line is 4444 and is free.

Yes but I want to make sure everything is correct in the guidelines. Whether it should be a voucher or not, fact remains some people are being told this is what they need to do....

Re: Payg

MI5 — Thu, 25 Aug 2016 09:03:59 GMT

A simple "if you have problems with your first top up, and use a voucher" is all that is required.

Re: Payg

jonsie — Thu, 25 Aug 2016 09:07:11 GMT

Too easy mate and too much trouble to change the website.

Re: Payg

MI5 — Thu, 25 Aug 2016 09:11:15 GMT

But easy for Cleo to add.

Re: Payg

jonsie — Thu, 25 Aug 2016 09:12:43 GMT

@MI5 wrote:
But easy for Cleo to add.

Yes agreed if customers come here to look!

Re: Payg

Cleoriff — Thu, 25 Aug 2016 09:36:32 GMT

For me... it's simply ensuring any additional info is in the guide.

Re: Payg

Anonymous — Thu, 25 Aug 2016 10:11:53 GMT

Had a issue with distance selling and the 14 days cooling off period.

Which means that as I bought online (had it delivered to store) that my bundled £10 credit won't activate for 14 days in case I want to return it! Hence no credit eventhough I paid £10 with the web order.

I called customer services twice, they all made me wait 24 hours but did not inform me of the distance selling 14 days bit, so now 3 days on I still have to wait 11 days for my credit to be added.

Yes, it is somewhere on the website T&Cs but not clear and customer services are not up to speed to tell me what was happening. The shop, however, instant answers (thank you eastleigh). I now have wait 14 days or purchase a top-up to make a call.

In this day and age, you buy a phone, charge it and use it - not wait 14 days! How about, T&Cs which say you have purchased £10 top-up but won't get it back if you return the phone within 14 days.

Re: Payg

MI5 — Thu, 25 Aug 2016 11:21:32 GMT

Never heard that before!

Re: Payg

Cleoriff — Thu, 25 Aug 2016 11:32:22 GMT

@MI5 wrote:
Never heard that before!

What the heck? 14 days before you can use it...(unless you buy a top up voucher I expect?)

Re: Payg

Anonymous — Thu, 25 Aug 2016 15:17:31 GMT

@jonsie wrote:
Have to agree about the first top up. Why should people have to buy a voucher?
Just as an aside though, the top up line is 4444 and is free.

4444 is free but you can't top up first time so you can't contact CS from your PAYG phone calling 4445 just diverts to 4444 and goes throught the top up process then declines it no explaination.

All the info in the sim package say you can top up on line,can't understand why you would insist first top up is voucher it's Bull.

Let me get this right you get a sim buy a voucher and top up, no record of who you are, and the phone can be used for any many of things with NO trace to who registered the sim, top up on line you have to supply card details along with registered address, this means a record of who you are.

I would have thought in the current climate of high security O2 would be doing everything possible to help national security obviously I'm wrong

Re: Payg

MI5 — Thu, 25 Aug 2016 16:09:47 GMT

Current security situation is irrelevant. It's been that way for years.