New "Extra" Disney + not valid!!

[Sheriff67]

So I got a free extra when joining O2 and added 6 months of Disney plus. All Good.

I then upgraded my contract and was offered another extra. As my existing one didn't expire until middle of September I delayed choosing one. I then got an email saying I had 7 days left to choose so I went and added Disney plus again - nothing indicated that wasn't possible. But it hasn't changed my expiry date. 😞

Called O2 and was told I couldn't have two identical extras running at the same time, sorry. Couldn't refund/reactivate my new extra as I'd redeemed it, which is surely ridiculous. Having the extras isn't the main reason I chose this O2 package but it was part of the decision. Am now tied in again without one of the benefits I'm paying for. There must be some way O2 can fix this?

The system must be smart enough to know what you're about to choose isn't valid?

[Cleoriff]

@Sheriff67  I'm sorry but it's all a question of timing. You can't have two extras running at the same time unless you pay for one. You have 28 days to redeem the extra. So if you upgraded over 28 days before your old extra expired then you would have lost out I'm afraid. 

I upgraded my sim only contract on the day my Disney expired. I then added the new extra the following day and the process was seamless.

You could try ringing O2 again in the hope you get someone who is a bit more lenient. Other than that, you will have to pay for it or not have it at all.

Guide: Adding and removing O2 Extras  

[Sheriff67]

Thanks Cleoriff,

I may try again, it just seems a little poor of O2 to not warn you that you're about to choose something that they won't honour. Either put clear warnings about duplicating extras or reject the adding of the extra or don't present it as an option! I now need to add Calm Premium to help me calm down 🙂

[MI5]

@Sheriff67 

You didn't have to choose and redeem at the same time.

You have 28 days to choose then a further 28 days to redeem.

Good luck with customer service and I'll ask @O2Waqas to see if there is anything that can be done for you.

[O2Waqas · Accepted solution]

Thank you for the tag @MI5 

@Sheriff67 I will send you a private and we will have a look at this further for you 

Thanks 

[Cleoriff]

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@MI5 wrote:

@Sheriff67 

You didn't have to choose and redeem at the same time.

You have 28 days to choose then a further 28 days to redeem.

Good luck with customer service and I'll ask @O2Waqas to see if there is anything that can be done for you.

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Yes, I realise that. The problem is (in relation to the *28 days to choose*) @Sheriff67 didn't wait for said 28 days, they chose and then redeemed it early and this is the problem. Anyway I hope it can be sorted.

PS @Sheriff67  I'm smiling about the Calm Premium. I'm afraid you would have to pay for that. 🤣

[Sheriff67]

Thanks @Cleoriff & @MI5  - I don't remember an option to activate/redeem after choosing the extra - maybe I just clicked automatically.

[O2Waqas]

@MI5 I can confirm this query has been resolved

Thanks 

[MI5]

Thanks @O2Waqas 👍