topic Re: View my bill not working properly (again) in My O2

View my bill not working properly (again)

rs10101 — Wed, 15 Apr 2020 11:18:12 GMT

When I try and download a copy of my latest bill, I get the error "DASH_ERR04: The account number in the target address is invalid."

Seems like something is very broken with MyO2 at the moment as it also offers me a free upgrade, but when I click on the link it says "You have no numbers or accounts to upgrade. Visit our Shop"

I need the VAT version of my bill to be able to submit my expenses claim - any alternatives to tying up their phone queues to get this sorted?

Re: View my bill not working properly (again)

jonsie — Wed, 15 Apr 2020 11:24:06 GMT

Try using the Edge browser. Failing that you need to call customer service

Re: View my bill not working properly (again)

rs10101 — Wed, 15 Apr 2020 11:32:09 GMT

Hmm. That worked for the bill, yet even using an incognito Chrome window didn't.

The upgrade link is still broken though, in either browser.

Tried calling customer services - it warns about only dealing with certain enquiries, put me in a queue for 10 minutes, then routed me to an o2 voicemail.

Re: View my bill not working properly (again)

jonsie — Wed, 15 Apr 2020 11:33:38 GMT

You need to keep trying any of the numbers here @rs10101

Re: View my bill not working properly (again)

rs10101 — Wed, 15 Apr 2020 11:38:53 GMT

I'll leave the upgrade for now - not desperate for it, just wondered what they were offering me.

Hopefully the site will continue to work in Edge when I've upgraded to the latest version based around Chromium...

Re: View my bill not working properly (again)

jonsie — Wed, 15 Apr 2020 11:43:48 GMT

Good luck @rs10101

Re: View my bill not working properly (again)

gmarkj — Wed, 15 Apr 2020 12:11:32 GMT

Have just tried edge.
First time didn't work. Clicked log out on the error page.
Logged in again. Worked fine.

Re: View my bill not working properly (again)

rs10101 — Mon, 15 Jun 2020 09:47:45 GMT

Another month, another round of logging in, logging out, clearing cache and still can't get my bill. Just get "DASH_ERR04: The account number in the target address is invalid."

Re: View my bill not working properly (again)

gmarkj — Mon, 15 Jun 2020 14:35:02 GMT

What browser are you using?
On Edge, I have just done the following:
Navigate to o2.co.uk.
Click on My o2 in top right, and sign in.
Click on view bills.
Click on download and print bills (this opens a second page).
Page loads with Dash_04 error.
Close first page, then log out on page with error.
Click on My o2 and log in again.
Scroll down to view bill, then click on download bill link (opens second page again).
This time the second page loads correctly with all the normal details.

Re: View my bill not working properly (again)

rs10101 — Tue, 14 Jul 2020 08:09:26 GMT

Doesn't work for me and still now callback from o2 about this.

Re: View my bill not working properly (again)

rs10101 — Fri, 17 Jul 2020 08:53:24 GMT

Spoke to them again on Tuesday about this and was guaranteed they'd email my bill to me and call me with 48 hours to discuss the issue.

Zero response at all, which was very embarrassing for the agent who just called me to check it had been resolved..

Re: View my bill not working properly (again)

rs10101 — Fri, 17 Jul 2020 09:05:28 GMT

Latest response from the back office team via the agent is that it's because I'm not running the latest version of the My O2 app..

Not sure why that would stop a Windows PC being able to get a recent bill....

Re: View my bill not working properly (again)

rs10101 — Tue, 21 Jul 2020 16:31:27 GMT

So I emailed the new "resolution expert" team as advised by the agent.

Their response - what mobile device and version of the app am I having trouble with!

I'd clearly stated the problem was with any browser on multiple Windows PCs, so they obviously hadn't managed to absorb the information in the email.

Have replied back to them pointing out that the problem is on a PC and that the app has no option to view VAT invoices anyway, so can't be connected to the fault.

Also sent a complaint in via the complaints address - both about the original fault and the failure of the so called expert to respond to it.