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Level 1: Joiner
Posts: 4
Registered: ‎30-10-2019
Accepted Solution

£15 Big Bundle

Hi. I have topped up my payg phone £15 today and recieved a confirmation text that it had been converted into the big bundle.

It would not allow me to send any text messages or make phone calls so I restarted my phone.

After doing so I was able to send 1 text message just fine but when I tried to make a phone call it automatically connected me to the top up line and asked me to add credit to my phone as my balance was £0.

I checked my balance and it told me I still have 4999 texts, 1000 minutes and 5101.6 MB of data left in my big bundle but I am unable to make any calls or send texts.
Posts: 112,123
Topics: 564
Solutions: 14,942
Registered: ‎04-04-2012

Re: £15 Big Bundle

@Billy89 

Was it a standard number you were trying to call or a premium rate?

Guide: Your Allowances - what is and isn't included 

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 1: Joiner
Posts: 4
Registered: ‎30-10-2019

Re: £15 Big Bundle

It was a standard number
Posts: 112,123
Topics: 564
Solutions: 14,942
Registered: ‎04-04-2012

Re: £15 Big Bundle

@Billy89 

The message you received suggests it was a chargeable call.

I'd suggest you call customer services to check on 4445.

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 1: Joiner
Posts: 4
Registered: ‎30-10-2019

Re: £15 Big Bundle

It was a call to another UK mobile number (a phone which is also on O2 network) I'm not sure why this would be a chargeable call.
Posts: 112,123
Topics: 564
Solutions: 14,942
Registered: ‎04-04-2012

Re: £15 Big Bundle

@Billy89 

I wasn't doubting that.

My suggestion to call CS was based on the fact that the network thinks it was a chargeable call, ie, to find out why?

Have you tried again in case it was just slow to catch up?

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 1: Joiner
Posts: 4
Registered: ‎30-10-2019

Re: £15 Big Bundle

Called customer service. They got me to turn the phone off then on again. When this didnt work they told me the problem must be with the phone (which is brand new). Meanwhile I'm down £15
Posts: 112,123
Topics: 564
Solutions: 14,942
Registered: ‎04-04-2012

Re: £15 Big Bundle

@Billy89 

That's not good enough - call again please and you'll maybe get someone who's interested.

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Community Manager
Posts: 7,385
Registered: ‎18-02-2016

Re: £15 Big Bundle

@Billy89 did you speak to customer services again and if so what was the result? 

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