on 03-05-2020 20:22
OK, O2 is proving a real challenge. Like many expats I like to keep a UK phone number for return visits that everyone knows and PAYG is the cheapest way. I know about the 6 month rule etc so I have it on my calendar to make a chargeable call every 5 months. Last time I did this was December 1st so this is at the 5 month point.
So, I try to do this today and I can't. It says I don't have enough credit, a nonsense, as both of the phones we use have £20 or so. My O2 says my phone has zero credit, and my wife £19. Either way, both SIMS give the same message (last time I looked online both reported with the balances mentioned).
This is frustrating - everything is set up to roam in the USA where I live but things just don't seem to work and the SIM balances are inaccurate. I saw this same kind of thing last December and had horrible trouble (interestingly the balance showed as zero and eventually corrected itself and I bumbled through eventually)
Does anyone have any suggestions? I want to keep the numbers, and I want to keep the credits. Help!! Please!! Oh, and I can't simply top up here (which would be fine) as the system is set up for UK credit/debit and it all falls apart when I provide my zip code instead of postcode. Grrr...
The only thought I have is that O2 here on the West coast seems to roam on T-Mobile and my house gets a pathetic T-Mobile signal and I wonder if this is confusing things. I'll try taking a quick drive to see if I can get a better signal somewhere but I don't know what this would affect the balance for my phones shown in MyO2.
Frustrated as heck, even more so as these work so well when I'm in the UK.
Please help folks!
Solved! Go to Solution.
on 03-05-2020 20:27
Apparently the 6 month rule is now a three month rule
The sim needs to be activated again and customer service will have to do that for you
Call any of the freephone numbers using Skype
on 03-05-2020 20:31
You could call O2 noting the time difference. They open at 8am UK time. However with the current pandemic, many of O2's services are restricted. Numbers to call are in this guide Guide: Coronavirus Community Help and Support
One of our members lives in the US. I will mention @Bambino and maybe he can offer more advice than me.
Not sure what time he will be online but look out for a message from him.
Best of luck. Stay safe x
on 03-05-2020 20:57
Really - it's 3 months? Well, I could actually still work with that but it's frustrating to find this out. I would have actually been in the UK to get this sorted more easily right now had it not been for CV-19, then again a few months later. I'll have to call them - the problem is the 8 hour time difference on the US West Coast even given the problems getting through. I guess I know what I'll be doing at midnight and into the small hours then.
Usually I'm about a year between visits and I really want to keep my known numbers - plus changing a rule and using it to confiscate my credit is not on if that's what they're doing. That's not a case of money so much as principle.
Really? 3 months? Did they actually publish that anywhere?
on 03-05-2020 21:00
It's been advised to a number of customers recently though it's never been written into the t&c's
You will get the credit back once you have been reconnected.
03-05-2020 21:02 - edited 03-05-2020 21:05
I've not seen it published anywhere and I wrote the 'How to Top Up' guide.
Must be something that O2 have implemented without making it official.
O2's official guide here. Nothing in that.
on 03-05-2020 22:19
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
on 03-05-2020 22:28
A nd yet the OP's phone has been deactivated before his diarised date to make the 6 month call.
Or I could have just led to the assumption that this was the reason.
Thinking further, he said that he had no credit and was unable to make the call. I thought the phone was automatically disconnected after what we always thought was the 6 month rule.
on 03-05-2020 22:30
Oh and we have had two more customers who have been told it's three months by customer service
so in fact, three unsubstantiated claims
I also seem to remember that we asked admin to find out for us.