can't top up o2 sim (in dual sim 'phone)

[Anonymous]

Thanks in advance for any help. I bought a O2 payg sim yesterday to go in a Lumia 640 as a backup 2nd sim. I can't top the sim up. The website gives an error 500 (internal server error) and 4444 fails telling me to try an O2 shop - nearest is ~30 miles away. I've spent hours with O2 gurus resetting passwords, clicking on verification emails for the registration account and all looksok with that. Last attempt tonight was to ring the the complaint landline. 11 minutes later the bloke that answered suggested that payg O2 sims don't work in dual sim 'phones. When I asked how the sim knew it was in a dual sim 'phone he said he'd go and check, put on the Musak and for reasons unknown the call was killed a minute later. I only wanted an O2 sim because I was told there was a free app to use the broadband for calls if the cell signal was absent - very rural round here, so that happens a lot. Oh, I've tried 3 browsers and several valid credit cards so I think it's O2 not me. Any ideas welcome - I don't want another hour long live chat as my brain has exploded! TIA.

[Bambino]

I doubt that it's because the phone is dual sim, but you can't use the TuGo app on Pay & Go anyway.

The Three network has a similar app called Three In Touch, but I don't know if that app works on Pay & Go either. You'd have to contact Three and ask.

[jonsie]

There has been many problems topping up. It was suggested at one point by O2 that the first top up had to be done via voucher but the top up system has supposedly been fixed....apparently not. You can get a voucher at most grocery or supermarket outlets or top up at the ATM.

Sadly, please be aware the app for using wifi for calling (TuGo) is only available for contract and business customers. In light of this, you may want to rethink your plans to use O2.

[MI5]

O2 sims work fine in dual sim phones - I have 3 of them and all work great.
Get a voucher to top up and it should be OK on line after that.

[Bambino]

@MI5 The OP wanted to use his P&G sim with Tugo.

[MI5]

Yes I am aware of that and as you have already pointed out, it won't work.
I was answering other parts of the multiple questions posted in the op.
But thanks for highlighting it again.

[Bambino]

Splendid 

[jonsie · Accepted solution]

Maybe he would be better off forgetting O2 if you can't do the simplest of things like topping up!

[Anonymous]

Thanks for all the replies. I'll bin the sim as suggested and maybe look into Three. As it happens the Lumia seems to have a strong signal so far on the primary (Voda) sim so the lack of signal before looks to be down to the previous 'phone (now bricked Nexus 5) rather than reception strength.

[Bambino]

@Anonymous Just out of curiosity, how did you brick your Nexus 5. I still use mine, and I'm hesitant to give it up, although I think I'm on the verge of doing so. What happened to yours?