Calls/texts costing money despite unlimited calls and texts

[Pete28]

I topped up my account early to renew a pay and go big bundle. My balance has reduced over the past couple of days and I now have to re-top up for the bundle renewal. I have an existing bundle that should have unlimited calls and texts and I don’t use VM, not sure what I have been billed for?

[Cleoriff · Accepted solution]

@Pete28 

Unless your texts are being sent as MMS you shouldn't incur any charges. I presume you aren't calling abroad?.

You'll need to call O2 and ask them what you have been charged for

Numbers here Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call