Hi everybody,
like a lot of o2 customers I recently received the email about airtime price increases. I used this opportunity to explore my options to get a better deal than I was on so contacted o2 on their live chat function.
the advisor offered me a much better airtime plan at a great price so I accepted. Before accepting I confirmed with the advisor what my new total would monthly with my device plan and they confirmed the price. I was happy so went ahead.
I immediately lost all service and was then sent a message to activate my new eSIM which I did,
cut forward 3 days I received a letter in the post telling me I must pay my device plan in full (£340) and upfront or my information would be passed on or sold to a debt collections company and my credit file would be effected.
i called o2 immediately and explained the situation and the advisor admitted this was done in error but it cannot be reinstated and I would have to go on a payment plan and they would add a “credit file adjustment” so it would not affect my credit record. Upon doing some research I have found that this is pretty much impossible to do.
i filed a complaint using the official channels and so far all i have received is 2 calls back. One saying its been passed to a higher team and then one saying its been passed to a backend team to try and reinstate my device plan.
I have expressed my reluctance to be put on any type of “payment plan” as my mortgage is up for renewal in the new year and this could have a detrimental affect on my mortgage.
I was wondering if anybody else has any experience with this and what other channels I could use to get the ball rolling as the final bill is due to be processed on 25/11/2025 and I only have 14 days to get something sorted before o2 will try and call for the money thus reporting missed payments to credit reference agencies.
as I said previously I’ve already used the official complaints email and it’s just moving too slowly.
thanks in advance.
