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Community Manager
Posts: 4,697
Registered: ‎23-07-2014

Re: Problems activating a new Classic Sim PAYG

Hi @Ank and all, thanks for your feedback on this, we'll make sure to pass it on. Smiley Happy The first topup can now be done via bank card, however in some cases it might fail the first time due to security checks and that's why it's recommended to use a voucher.

 


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Ank
Level 1: Joiner
Posts: 5
Registered: ‎05-08-2016

Re: Problems activating a new Classic Sim PAYG

So....having receievd all the feedback here, I decided to go to the high street branch and get myself a voucher. At the store I casually asked the person helping me if i should be able to top up online using a credit card. The response - yes i can, but first the SIM has to be activated. Here's how the conversation broadly went...

Me: Your colleague on the phone has already done the 'activation', but it still doesn't work

O2: Give me your no. and i will activate it for you

Me: Well, it has already been activated, however, here it is if you think it makes a difference

Received a text message with an activation code and passed it on to the O2 sales person, who did some 'activation' activity on his screen.

 

Me: So now that you have re-activated it, i should be able to top up online, right?

O2: I can do the top up for you, how much would you like to top up

Me: £10, but shall i try it myself on the app to see if it works now?

O2: I am trying to help you, just pop your credit card in.

Me: Thanks very much but I would like to do it myself online, is that not possible - if not then just please say so.

O2: I am trying to help you, do you want the top up or not

 

At which point i walked out of the store, ordered a SIM online from Three, received it the next day, popped it in, activated it online and topped it up, all within a few minutes.

 

I didn't need to use O2 for this simple PAYG, but i gave it a try as i have a business account with them. I simply don't understand why they can't be upfront with the customer about this - if they had, i would be a customer with them rather than Three. All the person at the store had to say was 'no, the first time you have to do it through us, and then it will work fine online after that'

 

I went through some hassle to finally have a working SIM, but it became a matter of principle.

 

This community has been great, hence i wanted to 'close off the chapter so to speak'! :-)

The experience with O2 on this one, not so good i'm afraid.

 

 

 

 

Posts: 63,158
Topics: 526
Registered: ‎04-01-2009

Re: Problems activating a new Classic Sim PAYG

The bin was the best place for the sim. I understand the frustration but O2 will simply not accept that a first top up cannot be done online or any other way bar a voucher. I'm sure that one day they will fix it but first they have to accept that there is a problem.

Highlighted
Posts: 60,390
Topics: 642
Registered: ‎14-01-2013

Re: Problems activating a new Classic Sim PAYG


@jonsie wrote:

The bin was the best place for the sim. I understand the frustration but O2 will simply not accept that a first top up cannot be done online or any other way bar a voucher. I'm sure that one day they will fix it but first they have to accept that there is a problem.


No they wont accept it @jonsie. Therein lies the problem. Even after the guidelines were updated, I refused to remove the section in red re the first top up via voucher. Despite being told numerous time, via O2, this wasn't the case and you could use ANY method to top up first, customers posting here proved that wrong, time and time again.

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