Help. Big bundle more data offer for existing customers

[LilC2708]

Can someone explain to me in simple terms what has gone wrong here because O2 are not being helpful at all and just redirecting me to T&C's rather than offering understanding and advice. 

Daughter started a big bundle 10 to get 8gb a month on 28th August 2025. A couple weeks later we saw that the bundle has a promotion whereby you now get 16gb extra making 24gb. It says new customers will get it automatically when they activate their SIM and existing customers, which we were, have to text MORE to 2424 to activate the offer. 

We did that, then today they have taken the 10 pounds to renew her bundle as it is her renewal date and we only received 8gb data. O2 support on Facebook and Instagram are telling me she's not eligible but I don't understand why. 

One person said it's because she's only been a customer for a month and not 3 months. Another told me it's only for new customers which is not what the T&C's say. 

Can anyone help and explain in simple terms whether we are eligible and please do not just repeat the T&C's to me as I don't find them very clear and have read them multiple times! 

Many thanks 

[pgn · Accepted solution]

For existing customers, the additional data starts after the third month of repeated £10 topups each month, @LilC2708 (provided you register as below).

It is a confusing offer, but does work, or at least it did last year, kicking in around Christmas for those in my house on O2 PAYG bundles.

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From the info under the ⓘ next to the pink-boxed text on each bundle description here:

https://www.o2.co.uk/shop/sim-cards/pay-as-you-go#simtype=bigbundles

More data, same price. Ends 7 January.

Get more data for up to 3 consecutive months on the £10, £15, £20 and £30 Big Bundles, then revert to standard data allowance. Offer will be applied automatically for all first-time customers of Big Bundle. Existing customers with an eligible Big Bundle must text “MORE” to 2424 from their O2 Pay As You Go phone to activate the offer by 7 Jan 2026. Your credit balance must be at least the Big Bundle tariff value on your monthly renewal date for 3 consecutive months to renew bundle and benefit from the offer for 3 months. If you switch to a non-eligible Bundle during the 3 months, you will no longer be part of the promotion and will not get the promotional data allowances once your current Bundle has expired. Data rollover not available on any promotional data. Offer excludes legacy tariffs, including Classic Pay As You Go. Ends 7 Jan 2026. Any customers who activate their sim before this date will automatically receive the promotion within 72 hours of activation.

[LilC2708]

Thank you for reply. So, to be clear, she has just done her first renewal today (obviously the very first top up when activating the SIM won't count as it was before the promotion and before we texted MORE), so she has to do two more on 28th October and 28th November and then it will add on the new data? Will the data be applied on the third top up so 28th November or do we have to wait for the next one on 28th December? Many thanks. 

[MI5]

From November @LilC2708 

[Oxonian]

@LilC2708

My recollection from last year is that the bonus data is invisible ; it kicks in when you use you 8Gb for the month. However, it does not appear in MyO2. Of course, this year might be different. 

This is how it worked in 2024 :-

Promo data not reflected - O2 Community

https://community.o2.co.uk/t5/Pay-As-You-Go/Promo-data-not-reflected/m-p/1749954

[Oxonian]

Update :-

I texted MORE to 2424 yesterday.

I just texted BALANCE to 20202 and my bonus data is showing, but it is not visible on MyO2.