FREE10 not working on new sim card

[lukerobinson]

i ordered a sim card from the o2 website, when the sim card arrived i put £10 on it.

when i try to get the £10 extra credit it says you need to top up but i have already topped up.

i need the extra £10 or i cannot start my £20 big bundle.

[Cleoriff]

Hi @lukerobinson

Did you text FREE10 to 21500?

There was an issue a while back with a batch of sims, but that's sorted now I think?

[lukerobinson]

yes i did, it says i need to top up but i have already done that

[Cleoriff]

@Martin-O2Any advice here please?

[Martin-O2 · Accepted solution]

Thanks for the tag @Cleoriff! 

@lukerobinson Is the FREE10 offer visible on the packaging? If so a quick call to customer services is needed to get the offer activated. 

[lukerobinson]

calling customer services would cost 25p then i would not have enough credit for my £20 big bundle

[Martin-O2]

@lukerobinson you can also use Live Chat which is free or use someone elses phone to get in touch. 

All contact menthods can be found here. 

[lukerobinson]

it seems like o2 have suddenly made customer services free, i looked at the o2 website again and it now says it is free.

[MI5]

It's a free call on big bundle tariffs but 25p on classic 321 tariff.

[lukerobinson]

the problem is solved, i now have my £20 big bundle active.