Re: Coronavirus (Covid 19) Community Help and Supp... - Page 3

MI5 · ‎03-04-2020

We currently find ourselves in an unprecedented situation of virtual lockdown, working from home, laid off and generally suffering from reduced services and support.

In order to help with contacting O2 I've pulled together all the options I know off in one thread.

To pay bills, ask for payment extensions etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

These guys can give you more time to pay but you may still be cut off as it is an automated system process.

Additional bill paying help from @Cleoriff here Guide: How to Pay Your Bill (Airtime & Device Plans)

To get reconnected you need to call customer services.

0344 809 0202 from any other phone or you can use Skype to call 0800 032 1402

Additional numbers found by customers which may work.

0800 977 7337

Guide on using Skype from @Bambino here Skype Guide

For other enquiries we have a contact guide from @Marjo here Guide: How to find help & contact O2 but please note that live chat is offline due to working restrictions.

Tip: When calling, if you get as far as hold music, stay on the line until connected as you are in a queue.

Obviously, customer services are very busy, so please have patience.

If you have placed a click and collect order prior to store closures, we have an update here from @Chris_K Store Closure Update

Online orders, upgrades and deliveries are running as normal, but reduced stock levels may result in delays to receiving orders. Please avoid calling as O2 will keep you informed by email whenever there is news for you.

Any outstanding costs for your old contract are paid when you complete an upgrade and the old contract is effectively cancelled at that point.

Your next bill will be a combination of your old tariff and new tariff costs and will be the same date as usual.

Your account number remains the same.

You will also have a new direct debit for your device plan if you are new to refresh.

Number ports, transfers and sim swaps are currently taking ages to complete.

If you can avoid these at this time it will save you having to wait. If you have already started the process, please be patient as we are talking days or weeks for some of these to complete.

Finally, the official O2 Update thread is updated regularly with info here O2 News Update

Here is some advice about your account:

A guide to My o2 on the web site - How to guide My O2
A guide to My o2 app - My O2 App guide

NB: All of the below is for a pay monthly account. I do not have a pay as you go account to check, so some of these may not apply.

Some things that you CAN do in yourself:

Change your bank details (sort code/account number)
Request an unlock for the device shown on your account
Change your tariff (which changes at your next bill date)
Buy/add bolt ons
Swap your sim
View your spend cap
Change your contact details
- phone number
- username and password
- security question
- billing address
- Pay your bill (if you don't have a direct debit)
Contact preferences (what o2 contact you about - marketing, promotions, etc)

Now the bad - things that you cannot do:

Change your direct debit date
Change a spend cap
Change the name on your account
Remove bolt ons
Swap a number from one contract to another (if you took out a new deal, rather than upgraded)
Move from pay monthly to pay as you go
Request your phone number to be changed (if you are receiving harrassment or abuse for example)
Arrange a payment scheme for your bill (either due to loss of work or your bill being larger than usual)
Add or remove O2 Phone Insurance cover
Call conferencing/merging if more than 3 people involved

Scam calls, texts and emails

*Texts asking you to change billing details

It's a well known scam.

Block the number and do not follow any links.

Forward the scam text to 7726 - It's free.

Other ways to report here including Action Fraud website

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

Nuisance calls

General guide on here Guide: Are you fed up with spam calls and texts? Follow these steps to help stop them

and here

https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages

If these can't be stopped then you are allowed one number change free of charge via customer services.

For all of the things that you cannot do, you need to talk to customer services.

I hope you find this useful and please add any tips of your own to help keep things as normal as possible.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Hopeful2BHappy · ‎04-04-2020

Thank you @Cleoriff for your prompting , sorry I wasn't thorough

@gmark is a wizard too 🙂

and my gratitude goes to all of you, great contributors on our Community family

Kindest regards, 🌷🙂

Hopeful2BHappy · ‎04-04-2020

I meant @gmarkj
(apologies for not spelling correctly)
🙂

DiF · ‎04-04-2020

Thank you for all this advice. Interesting! I guess I will just have to be more patient to get connected. Funnily enough Ive now had a letter from 02 this morning, saying that as I havnt upgraded, they are reducing my monthly account by £10 lol Obviously the right hand department hasnt caught up with the left hand department - yet roflol 🙂

pgn · ‎04-04-2020

Brilliant Guide, @MI5 and @gmarkj.

So online you...

Can buy a bolt-on
Cannot add or remove a bolt-on.

What's the difference between "can buy" and "cannot add" in the context of bolt-ons?

I know you have to call CS to remove a bolt-on.

Confused, of Somewhere 🤔

Links to O2 Social Media Team here

gmarkj · ‎04-04-2020

Good spot @pgn.
I think you can add/buy a bolt on, but not remove it.
Maybe needs an edit in both posts (the first and mine) @Marjo @Martin-O2?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Jazzyrcz · ‎04-04-2020

Can't even get through on phone keeps saying unable to take calls at the moment my phone has been disconnected and I can't speak to no one what the hell is this

pgn · ‎04-04-2020

@Jazzyrcz wrote:
Can't even get through on phone keeps saying unable to take calls at the moment my phone has been disconnected and I can't speak to no one what the hell is this

Best time to get onto the queue seems to be around 08:15 in the morning - when you get to the on-hold music, just hang on, @Jazzyrcz, and wait - it took 40mins for them to pick up my call off the queue the other day. My first two attempts got dumped, 3rd made it onto the queue.

Good luck!

Links to O2 Social Media Team here

Jazzyrcz · ‎04-04-2020

Pgn I tried, after the robot lady says I'll just put you through blah blah it dials for 1 or 2 secs then says unable to answer call at the moment did u get that too?

pgn · ‎04-04-2020

@Jazzyrcz wrote:
Pgn I tried, after the robot lady says I'll just put you through blah blah it dials for 1 or 2 secs then says unable to answer call at the moment did u get that too?

Hi again, @Jazzyrcz,

On 202, I got dumped after option 1 and option 1 again.

On the 0800 number, I got a TXT link to O2 website and a link for the app, then cut-off.

3rd time to 202 again, 1, 1 and a ring tone for 5 secs, then the queue music.

SMS below for ref.

Try again in the morning? Not sure about Sunday hours tho.

Links to O2 Social Media Team here