Guide: Adding and removing O2 Extras

[jonsie]

We get many queries about adding O2 Extras on the Community

Here is a step-by-step guide on adding and removing Extras

Adding an Extra

When you upgrade or take out a new contract on O2 there is usually a choice of an Extra included with the new contract. Once you have completed the upgrade or application, you get to choose an Extra.

You will normally receive an email about your extra within 24 hours, an example here:

Extras - screenshot of the Disney+ email from O2

Follow the link arrowed in the email and you will be taken to My O2

Click on each section to see the choice of available Extras

In this example I will show you the most common Extra chosen which is Disney+

Click on Disney+ and you will be taken to the next step

Confirm your choice

Extras - screenshot of the Disney+ email from O2

Follow the link in the email and you can then redeem your Extra

You will be then directed to the Disney+ screen

In the example the code has been redeemed

Once redeemed you will need to activate Disney+

This can take anything from a few minutes up to 24 hours

You have 28 days to activate giving you an extra month if you already have a current subscription

If your current subscription has longer to run, you cannot piggy-back to extend it

You would need to use a different email address to register a new subscription

Once activated your Extra will be ready to use and you can register

Click on the Start Streaming button to sign up

Now you are all set to use Disney+ 

Once you are logged in you can check you have the O2 offer and your account will show as an O2 Subscription

That's it, all done and you can enjoy what Disney+ has to offer.

What happens when the O2 Subscription ends?

If you want to carry on yourself you will be charged the discounted price shown in My O2

Removing an Extra

If you want to cancel after or before the end date of the offer

Go to My O2

Scroll down to Extras

Click on the large + sign beneath the Extra

Then click on Manage Extra

Tick on the Do Not Auto Renew box and save

More information is available on the O2 website along with Q&A's.

https://www.o2.co.uk/extras

From 8 April 2024 customers will have the flexibility to choose which Disney+ plan is right for them as an O2 Extra, these options include Standard With Ads, Standard, and Premium. More details on this can be seen below ↘️

Disney+ Extra *UPDATE*

Enjoy with O2

[Marjo]

Thanks a lot @jonsie for taking the time to put this together! Much appreciated! It will surely be of help to many people! 

[MI5]

Good job @jonsie 

[Cleoriff]

Superb guide @jonsie. Long overdue. It covers applying and removal which is just what we need.

It needs to be given it's own # so we can access it easily. Also added to the Community guides.

@Martin-O2@Marjo  could you give this a # please? 'Extra' would be good, (even though we already have one but the drop down menu would allow us to choose the correct one).

Great job again @jonsie 

[gmarkj]

Well done @jonsie for producing this.
I think it'll be referred to quite a lot!

[Bambino]

Very good guide @jonsie Well done.

[Martin-O2]

Brilliant guide @jonsie! Really useful. 

@Cleoriff I'll get the # mention sorted by the end of the day. 

[Martin-O2]

The guide mention for this has now been setup! # extra will bring up the link. 

[jonsie]

Thanks @Martin-O2 

[MI5]

Guide: Adding and removing O2 Extras  

Confirmed working

[Martin-O2]

Thanks for checking it guys! 

[Cleoriff]

Guide: Adding and removing O2 Extras    yes working fine @Martin-O2 

Could you also add it to the Index of Guides here please?

https://community.o2.co.uk/t5/Other-Products-and-Services/Index-of-Community-Guides/m-p/638349#U6383... 

[Martin-O2]

Will do @Cleoriff! 

[Cleoriff]

Thanks @Martin-O2 

[szmidtka]

Hi i have a error message
Oops Sorry, we weren't able to add your extra. Please try again. Nothing ses to work i tried hundred times and still same any solution please?

[MI5]

It's a known issue @szmidtka 

O2 are aware.

[gmarkj]

Nice guide @jonsie . Will be trying this soon...

Quick question for those that have had Disney+ as an extra before - if you previously had Disney as an extra and you want to take it again (say a couple of months later after the old extra expired), can you use the same email address as before or do you need to use a different one?

[jonsie]

Yes exactly the same details.

I've done it three times now

[Juliehornet600]

Thanks, think I've sorted it now. 🙂

[Cleoriff]

@Juliehornet600 

Pleased to hear it. Linked to the answer given here by @pgn 

https://community.o2.co.uk/t5/Other-Products-and-Services/Extras/m-p/1442369#M44148 

[jonsie]

Galad the guide helped @Juliehornet600 

[Yvonne1]

U have charged me for disney+ yet my subscription ran out 2 months ago. Either renew this or refund me. 4 days I have been trying to speak to a guru or someone anyone from o2 but I keep get sent back to community. This service is appalling and I am in the process of finding another better service provider

[MI5]

@Yvonne1 

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[Gwen71]

I bought a new phoneo and got the Disney+ as an extra. I logged into it on the phone when I was learning how to use it but never used the channel as I have no children at home.

Now I've received a bill for 2 months Disney Plus.

I received the bill on 12 July. There is a charge for Disney Plus from 11 June to 12 July and the charge for the second month Disney plus is from 11 July to 11 August.  The fact that I didn;'t receive the bill until 12 July means that I was unable to avoid the second month charge as it was the first I knew of it since buying the phone more than 7 months ago.

Can you look at this please and review.  I consider this unfair practice and will log a complaint if this charge is enforced.

Thank you for your attention

[MI5]

@Gwen71 

It's your responsibility to manage the extra as per the guide you have posted on.

You would have been emailed a reminder before the free period ended too, so you must have ignored that?

Cancel it now and you won't be charged any further.

[Ghanimah]

Many thanks for this, invaluable. However, I would like to find when my free trial ends. Do you have any advice on how I can find this?

[jonsie]

Follow the guide @Ghanimah 

When you click on the extra it tells you when the offer ends

[Ghanimah]

Brilliant, thank you.

[jonsie]

Welcome 😊

[Micmag1978]

Hi,  I wish to cancel my amazon music subscription. However when I go to hit the '+' sign nothing happens. Any advice please

[Barryuk]

Many thanks for the information 

[SlippingJimmy]

Didnt see it mentioned here so I'll ask. I was going to add my extra which would be Disney, it mentions sending a text to my number to confirm. I haven't inserted my new sim as I want to keep my old number. If I was to go into branch and do that, would that page then send the confirmation to my old number that I've kept?

I hope this makes sense. I was worried once I keep my number it would still say it wants to send it to the number that I would then no longer have.

I was going to insert the new sim just to do it, but wasnt sure whether I need to go through the process of keeping my number first.

[MI5]

@SlippingJimmy 

Either number so you can do it now or after you port in.

It will send to the number currently showing on your account.

[TripleC]

@jonsieyou are a star for posting this.  Thank you so much.  Should buy you a beer with our savings!  Thanks again.

[Sicky]

My Disney+ offer ended and I didn’t auto renew.

i have 3 months from Tesco and 12 months from Lloyds to use, but I can’t use them because apparently I have an active subscription.

disney plus says I need to manage my account via o2.

there is nowhere on o2 to manage my account, no active extras on my account.

i can’t even delete my Disney plus account, I have to do that via o2…but o2 will only let me add a new subscription at a cost of £7.99 and a minimum 6 month commitment.

so o2 essentially have stolen my Disney+ account and are holding it to ransom. I’ve tried to contact o2 but keep getting told that they’re too busy to listen.

i’ve followed the guide above, but if it’s not listed as an extra what can I do to manage/delete it?

any suggestions on how to get around this? It seems like foul play to me

[Jay75]

When I click on my Extras there is no 'manage my extras' box to click on? 

I can't access my Disney+ & when I try to log in it asks me to renew subscription? 

The extra is showing on my account,can't get through to any customer service either!! 

[Mikeyb]

To remove a free extra, when the free period is up.

Log into your Myo2 account.

Click on 'myo2' tab at the top. 

In 'services,' click on 'extras.'

Click 'active' tab.

remove the extra by clicking on 'remove this extra' and confirm. 

[MPH]

I have the same problem as Sicky. 

My Disney+ Extra expired. 
It is no longer listed as an Active Extra in my o2 account. 
On my Disney+ Account page it IS listed as "Being Manged by O2". 

So i can't do anything on DisneyPlus side to renew my subscription with them as O2 are still controlling it. 

How can this be resovled? 

[Sicky]

MPH - I still have this issue

Expired 23rd September, Disney still say it's managed by o2 and they have to delete my account/cancel my subscription, Disney can't do anything (despite telling me they'd delete my account for me)

So now I can't delete my account, cancel my non-existing subscription, take out a new subscription or use any other free 3rd party subscription

O2 got quite aggressive in messages on twitter and have basically disowned the whole thing telling g me to talk to Disney, Disney just keep telling me to speak to o2

[pgn]

@Dave-O2 - you may need to take a look at the queries from @Sicky and @MPH on here, looks like Social Media Team and Disney Extras are at odds, despite the guide up top of this thread.

[Sicky]

I just rang o2, they said it's a known glitch, nothing they can do and you just have to use another email again if you ever want to use Disney+, no idea if it'll ever get fixed. Disney said they don't think this issue happens with any other 3rd party

If it helps anyone...I went into my locked o2 Disney account, via the Disney website and changed the email address on that account to an old one, then signed up again with my current email address, so now the locked account is locking out an old unused email address

[pgn]

Most inventive, @Sicky 👍🏼

[Dave-O2]

Sorry for the delay in getting to this one @pgn 

@Sicky, @MPH can you both please drop me a PM with some more details, including your mobile numbers?

[MarkE]

@Sicky @MPH @Dave-O2 Wondering if you got anywhere with on the issue with the locked Disney Plus account. Was there any actual resolution or commitment to a fix for this by O2?

[Dave-O2]

Hey @MarkE 

Are you facing something similar? If so, can you please PM me some more information?

[MPH]

@MarkE - No my account is still locked to O2. @Dave-O2 has tried his best to help but I think O2 just don't have a way to unlink an account once linked. 
I think @Sicky had the right idea, just switch the email address on the account and abandon it and create a new one. I'm going to do that soon as I have some Tesco Disney+ vouchers that I need to use before they exire and can't without an unlocked account.  Thanks for your help with this aanyway @Dave-O2. Maybe with time you'll be able to help @MarkE out of the same problem. 

[Dave-O2]

Hey @MPH 

This is still being looked at, can you please respond to the latest PM that was sent on 22 January 😁

[MarkE]

Sorry for the delay replying @Dave-O2 - been away with work.

Actually my interest is more because I am planning to move my existing Disney plus subscription to be billed via O2, but didn’t want any problems if I had to unlink it in the future. I like the solution that @MPH and @Sicky mention of changing the email, but don’t like that that would lose all the watch history etc.

tl;dr @Dave-O2 I’m trying to work out if you solved this permanently so I can know whether to commit to billing Disney plus via o2 or not! Have you been able to?

Thanks for you insight to what’s going on!

[Dave-O2]

No worries @MarkE 

This is still be investigated, once I've had confirmation i'll let you and @MPH know 👍

[MattHelm2]

Has this been resolved yet @Dave-O2? My D+ is due to auto-renew later this month but I still can't find any mention of it in my extras and no option to cancel auto-renew. Thks

[Dave-O2]

@MattHelm2 Do you want to make sure your Disney+ does not auto-renew?

If so, can you please drop me a PM with your mobile number?