£15 Big Bundle

[Billy89]

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.

[MI5 Level 94: Supreme]

@Billy89 

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

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

[Billy89]

It was a standard number

[MI5 Level 94: Supreme · Accepted solution]

@Billy89 

The message you received suggests it was a chargeable call.

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

[Billy89]

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.

[MI5 Level 94: Supreme]

@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?

[Billy89]

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

[MI5 Level 94: Supreme]

@Billy89 

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

[Martin-O2]

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