I want to pay off my handset but O2 don't answer their phone

[Hefeydd]

Hello,

I want to pay off my remaining balance on my handset next month but getting through to O2 Customer Service is like pulling hens teeth. They don't answer their phone I waited for 30 minutes then I sounded like they hung up on me and I was really annoyed.

I can't do it via my O2 app because it says I don't have a device Plan how can that be when I do. The shops are closed because of Covid-19 which is no fault of O2, I can't speak to Customer Service and I want to pay off my handset but I don't have an option to do so and O2 doesn't answer their phone. What else can I do...

[MI5 · Accepted solution]

@Hefeydd 

To call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to 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.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

Additional payments cannot be made in your MyO2, only the payment for the current month.