Other than the help pages here
https://www.o2.co.uk/family-plan the only thing I can suggest is that you call customer services on 202 to see what the issue is.
Did all phones come directly from O2 for example?
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.
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