Account issues after Holiday

[BeaglesnBricks]

Hi there,

I’ve been an O2 PAYG customer for around 9 years. Never had to visit here before. I have an auto top-up that comes out of my bank account the day before my £10 Big bundle comes out of my O2 balance.

For the first time this has failed. I’ve recently come back from holiday and used a lot of data within my bundle. I had a low data warning yesterday, but seeing as my bundle was meant to renew this morning and I had a text to tell me my O2 auto top up had gone through I put my phone in aeroplane mode and didn’t think about it till this morning.

Once removing aeroplane mode I received “Sorry we’ve been unable to renew your £10 data Big Bundle with Data Rollover. You need a balance of £10 to get your big bundle this month. You need to top up today not to lose your rollover.”

I have a text telling me there is enough money in my o2 account which has also left my bank account.

I’ve tried to check my balance both on my o2 and texting Balance to 20202, but both services no longer recognise my account. I can also no longer use MyO2 as the app is ‘no longer available to me’- which is a problem as I can’t get hold of an expert on the automated chat without launching the app.

ive tried signing in on the web which records my last billing date as 2015?

Is there any help available?

[MI5 · Accepted solution]

@BeaglesnBricks 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[BeaglesnBricks]

Thanks for the reply MI5. I don’t really use social media but I’ll give it a go.

Thanks again.

[Oxonian]

@BeaglesnBricks 

You could try deleting the O2 app, restarting your handset and reinstalling the app. 

No promises given what you have said but it might be worth a try.  

[MI5]

Not likely to reactivate a terminated account so a fairly pointless post.

[BeaglesnBricks]

Thanks for both your help. It was the right suggestion to contact O2 through facebook. They managed to log into the account but unfortunately, long story short, I have decided to leave O2.

Many thanks again for your help in showing me the right way to go!

[MI5]

You're welcome @BeaglesnBricks