topic Unable to download bills in My O2

Unable to download bills

clemmieshott — Thu, 24 Oct 2024 07:43:09 GMT

I need to download my service plan bills to submit to work for reimbursement, but when I try and access my "billing history" page I get an error message saying "You can't access this page right now. Please choose another account or mobile number to open this page". How should I download my bills from November 2023 onwards?

Re: Unable to download bills

Cleoriff — Thu, 24 Oct 2024 07:55:45 GMT

@clemmieshott

If you scroll through My O2, you should see a section after your bill which states, 'Open in PDF format'.

If you click on that, you will be able to print that bill.

However, there are a few issues with the forum and My O2 layout currently. so you may have to wait until it's fixed!

Re: Unable to download bills

pgn — Thu, 24 Oct 2024 20:13:17 GMT

@clemmieshott You may find, if your account was moved to the new O2 back end 360 system after November 2023 that historic bills before that date are unavailable. Work back from your last bill date to see how far back you can go.

Older bills will need to be requested from O2, either by calling 202 or by using X or FB to contact the Social Media Team - all info in

O2 may charge you to send paper bills via Royal Mail, but they may be able to e-mail the PDFs to you after taking you through their Security questions.

This all notwithstanding O2's IT issues, mentioned by @Cleoriff above, here on the forum. Good luck!

Re: Unable to download bills

BarryT — Sat, 21 Dec 2024 20:21:18 GMT

I have tried contacting the team to do this but still do not have copies of the older bills. Customer services teams are patient and polite but I stall cannot get copies of bills. I've spent hours on the phone with them. They say that a ticket has been raised but I have seen no action by O2 to resolve this.

Re: Unable to download bills

BarryT — Sat, 21 Dec 2024 20:28:38 GMT

This does not work for earlier bills. It used to but doesn't now. I've spent hours on the phone trying to obtain earlier bills - Jan 23 - Jan 24 - without success.

Re: Unable to download bills

pgn — Sat, 21 Dec 2024 20:33:02 GMT

@BarryT wrote:
I have tried contacting the team to do this but still do not have copies of the older bills. Customer services teams are patient and polite but I stall cannot get copies of bills. I've spent hours on the phone with them. They say that a ticket has been raised but I have seen no action by O2 to resolve this.

If you have a reference number for the ticket, and are happy to keep ringing O2 CS for an answer, that's the only way... You could also use, if it suits, one of the Social Media channels mentioned in the linked Guide: How to contact O2 up above - I have found using the X platform's DM feature, link in the doc to that, and keep dropping them a reminder every so often, works fairly well, @BarryT. From memory, it took many months for me to get VAT-related bills some years back, every time they said "Next month's bill will be as you need it" - it's an exercise in exasperation, quite often!

Re: Unable to download bills

BarryT — Sat, 21 Dec 2024 20:48:26 GMT

I've used Twitter... They all want to help but are constrained by O2's facilities. It used to be really easy to download old bills but now even the CS team can't do it readily. They sent me a text with links to the ones I want, but the links all result in 'Error 43'. No help at all - and of course the CS people did not know this would happen.

Re: Unable to download bills

pgn — Sat, 21 Dec 2024 21:00:18 GMT

Are you using the web version of MyO2, in your browser, @BarryT ?

https://accounts.o2.co.uk/signin

The MyO2 app is not much good with regular bill downloads (as pdf), never mind historical ones...

Re: Unable to download bills

jonsie — Sat, 21 Dec 2024 21:45:54 GMT

@BarryT

If they are bills on the legacy system try this

It used to work for me and I downloaded 12 months of older bills

Not sure if it still works but give it a go

Legacy System and Older Bills - O2 Community

Re: Unable to download bills

BarryT — Sun, 22 Dec 2024 22:01:09 GMT

Using the web version via computer, and cannot reach the legacy system yet. O2 are looking into the issue regarding older bills, ie before Feb 2024. It used to be easy to download them

Re: Unable to download bills

BarryT — Sun, 22 Dec 2024 22:02:31 GMT

This does not work for my bills from before Feb 2024. It used to work, but not now. O2 customer services staff have the same problem - I have of course contacted them.

Re: Unable to download bills

BarryT — Sun, 22 Dec 2024 22:03:26 GMT

That should read Error 403.

Re: Unable to download bills

BarryT — Sun, 22 Dec 2024 22:04:28 GMT

Did not work for me. Could not follow the links. Please can you confirm how to reach them?

Re: Unable to download bills

jonsie — Sun, 22 Dec 2024 22:07:56 GMT

That route I'm afraid to say has been closed off now by O2 @BarryT

Re: Unable to download bills

pgn — Sun, 22 Dec 2024 22:15:17 GMT

I have entries for bills going back to 2022 in my MyO2, but only those from November-2023 actually open... They moved me from legacy to 360 in October-2023.

Thankfully, I have no need of those older ones now, but the historical bills and contract info that was in your MyO2 (legacy) seems not to have transferred to your MyO2 (360).

Seems the backend systems have also changed, preventing CS from accessing these which are not available to you in your view of your account in your MyO2 (web version or app!).

Not particularly customer-friendly, @BarryT.

Re: Unable to download bills

BarryT — Sun, 22 Dec 2024 22:20:25 GMT

I have tried to post on this system but every time today I have been asked for a password, it has failed, I have then clicked on MyO2. And that works. So why when I try using a link from an email from O2 to respond to a comment, why why why does it fail?

Re: Unable to download bills

BarryT — Sun, 22 Dec 2024 22:23:24 GMT

Much the same. No use at all. It is essential that customers, having been encouraged to go paperless, have the facility for looking at and downloading older bills and payment. The people who set up this new system seem to have failed to recognise the need to enable people to look at records over the past 6 or 7 years. As things are, I can only see the ones from Feb 2024.
Woefully inadequate systems update.

Re: Unable to download bills

pgn — Sun, 22 Dec 2024 22:40:53 GMT

@BarryT wrote:
... The people who set up this new system seem to have failed to recognise the need to enable people to look at records over the past 6 or 7 years. As things are, I can only see the ones from Feb 2024.
Woefully inadequate systems update.

Actually, I think the legacy MyO2 only let you go back 2 years in your billing history pdfs.

I think the payment history view used to go back perhaps 3 or 4 years, but with no detail behind that. The billing history section in Legacy also appears to have been moved elsewhere, @BarryT.

What price progress...? 🙄

Re: Unable to download bills

BarryT — Tue, 31 Dec 2024 13:06:36 GMT

I've tried customer services by phone, tried Twitter, been sent some copies of bills by email (2024 only, although the SC person said that all of 23 would be sent too). I've received links by text to bills but they all produce Error 403. And I have been into a retail store where the account was checked and the assistant sent all of the relevant bills by email, and I could see that they were all stored for sending. None received yet, about 2 hours later.
O2 need to make the legacy system work. The old one was OK, why not the new one and the legacy system?

Re: Unable to download bills

BarryT — Tue, 31 Dec 2024 14:41:58 GMT

That should cay CS System
I have just tried to provide some additional feedback to O2 and had the response that my submission was successful because I had already provided feedback. Thanks, O2, for failing to provide an adequate facility for feedback.