topic Re: Upgrade account confusion in My O2

Upgrade account confusion

Alison74 — Tue, 29 Apr 2025 07:19:46 GMT

Hi, I’ve upgraded my phone and chose a new custom contract. This began yesterday. It’s unlimited data etc, 5g with the first 6 months of the device plan free.

when I log into the O2 app it’s showing that I am now on a “pay as you go” tariff and need to pay £38 for the device and buy bolt ons because I have no data.
logging in to my 02 via the web shows the correct plan.

Turning off the WiFi appears to show that I have data.

Can anyone shed some light on this?!
Thanks!

Re: Upgrade account confusion

MI5 — Tue, 29 Apr 2025 07:27:49 GMT

@Alison74

Try deleting app, reboot phone and reinstall.

Sometimes it can take a few days to catch up though.

For continued issues, contact O2

Re: Upgrade account confusion

Alison74 — Tue, 29 Apr 2025 07:38:23 GMT

Thanks, another question- I think the £38 refers to the monthly air time bill for my old handset (due on May 2nd) so I’m assuming that I need to pay that final amount and then that account will be closed?

Also, overnight I received a text saying my 5g bolt on had been removed - I haven’t asked for it to be removed and 5g is included in my new plan. It’s all a bit confusing!

Re: Upgrade account confusion

Cleoriff — Tue, 29 Apr 2025 07:47:40 GMT

@Alison74

As customers like yourself we have no access to your account.

You really need to contact O2 in the link given above by @MI5

Re: Upgrade account confusion

MI5 — Tue, 29 Apr 2025 08:23:44 GMT

@Alison74

The text about the bolt on removal is normal, it just means your tariff has changed but 5g will be added to the new tariff automatically.

If you weren't asked to pay the outstanding device fee upfront, it will be added to your next bill.

Re: Upgrade account confusion

Alison74 — Tue, 29 Apr 2025 09:38:04 GMT

Thanks MI5, you’ve been super helpful!

Re: Upgrade account confusion

MI5 — Tue, 29 Apr 2025 10:40:17 GMT

Welcome @Alison74