Out of data - o2 live chat promises tariff change at midnight, doesn't materialise

[Anonymous]

Morning,

I've run out of data as I'm on the road with no wifi available. Thought I might as well change to a better tariff as it's happened a few times now so logged in to My o2 and changed tariff to 10GB, which would be effective from next bill date, Feb 25. This doesn't solve my issue right now which is that I have run out of data so tried to add a bolt on for the short term - no can do as I've made a change to my tariff.

Spoke to o2 live chat not once but twice. First chat said not a problem, we can update your tariff to go live from midnight tonight. Grand I said, thanks very much, confirmed it all but then there seemed to be a problem with the connection and I was a bit worried it wouldn't go through. So logged onto a computer to just double check details, again through Live Chat. Guy said there was no record of it going live from midnight but it might take 12 hours to update, but he'd put it through again to confirm. All confirmed, accepted terms and conditions thank you very much. Asked for an email to confirm these changes. No email arrived and come the next day no update to tariff and no data.

What a waste of time. Should I just cancel tarif change in order to get a stupidly overpriced bolt on? Why is the service promise not delivered? Really disappointing customer service and situation. 

[Cleoriff]

Hi @Anonymous

Your best bet would be to ring customer services and speak to someone. Live chat can be problematic at times..Changes in tariff always take place on your next billing cycle so I doubt anyone can override the system

CS may be able to apply a bolt on if you can't. They are open from 8am, Between then and 8.30am is the best time to call https://www.o2.co.uk/contactus

[Anonymous]

Thanks - I've sorted it by cancelling the tariff change, paying for a bolt on and then re-scheduling the tariff change for the next bill date. Very irritating that I could have just done that yesterday and not sure why O2 provide Live Chat with such low standards.

Thanks for your help.

[Cleoriff]

Pleased to hear you have sorted it @Anonymous. Very annoying when Live Chat misinform people . Best of luck with your next tariff change

[MI5]

It’s because the system only allows one tariff change per month which has always been a bizarre rule in my opinion.