Family loyalty discount

[Brian]

I have 2 device and airtime refresh accounts for myself and my son. I recently called 02 as I wanted to bring my wife's phone over from Vodafone. I was advised that I could get the loyalty discount of 30 for a SIM only as this was now my 3rd line. I sent the usual loyalty text but didn't get a reply. Today I am informed that this does not apply and I question why I previously had a long conversation with 02 who even calculated what the discount would be.
Is frustrating to say the least and how can staff at the same company be giving out such different advice ?

Not impressed really, have been a loyal customer for years.

[Cleoriff]

Hi @Brian

Are you talking about the Family Plan discount? Info here

https://www.o2.co.uk/family-plan

Whether you want a new connection for yourself, or for one of the family, your loyalty can be rewarded with a Family Plan discount.

Save up to 50% on your airtime plan when you join our Family Plan.

Airtime discount offers cannot be used in conjunction with any other offer.

Offer details

Get up to 50% off your Airtime Plan, when you or your family take out an additional connection with us on an eligible tariff, and you add it to your Family Plan. The discount doesn’t apply to any Device Plan or out-of-bundle charges.

You can add up to 20 connections to your Family Plan.

The discount doesn’t apply to your lead device.

Additional connection	Discount
First	20% off the Airtime Plan
Second	30% off the Airtime Plan
Third	40% off the Airtime Plan
Fourth to twentieth	50% off the Airtime Plan/s

[MI5]

@EmilieT can this be checked. The help pages do not mention simo as an exclusion?
https://www.o2.co.uk/family-plan

[Brian]

Hi Guys, thanks for your help. Have finally got this rectified. The 30% discount should in fact be applied and is now being applied to my account manually. 3 phone calls and 1 o line chat support later. Is puzzling that all 02 staff are not aware though.

[MI5]

Good, I didn't think it was correct.

[Cleoriff]

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@Brian wrote:
Hi Guys, thanks for your help. Have finally got this rectified. The 30% discount should in fact be applied and is now being applied to my account manually. 3 phone calls and 1 o line chat support later. Is puzzling that all 02 staff are not aware though.

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Pleased to hear it @Brian.

[Brian]

Hi again,

I have just checked and the discount was never applied, I guess I will have to start all over again !!

[Anonymous]

Hi @Brian text from the primary phone LOYALTY to 21500 and follow the instructions

[Brian]

Did that already am afraid

[MI5]

I fear you will be too late now without some manual intervention.