New SIM: top up not credited to account and data allowance incorrect

[jillzebub]

I have just bought a PAYG SIM which advertised 50GB for 3 months when I topped up £20. So I called 4444 and credited £20 to the SIM. I then text the promo word FIFTY to 2424 as instructed on the SIM pack instructions. So, two problems have occurred:

1. I have registered the SIM online where it says my balance is £0? I am still able to make calls, send texts and use data though.

2. When I check my balance via 20202, it comes back as unlimited texts/calls (which surely shouldn't be the case if my balance was £0... but anyway) but only 10GB data. 

I can't even see how to contact O2 about this.

[Cleoriff]

@jillzebub 

You can contact O2 on any of the numbers in this guide

Guide: Coronavirus Community Help and Support 

[TallTrees]

Hi there,

Very difficult times

CALL EARLY ~ customer services 

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su... 

[gmarkj]

o2's pay as you go works on bundles now.
You pay an amount, and in exchange get a number of minutes, texts and data to use.
Depending how much you top up you get a different bundle.
So to answer your questions:
1. The money you put on the account has paid for a bundle - which is why you have minutes/texts and use data.
2. It sounds as though the additional data has not come through, but not sure if it would show in your account or you can just use it.
I am not an expert on PAYG as never used it.
Does the extra data show on the account @MI5 or is it virtual?

[MI5]

@jillzebub 

How bundles work here https://www.o2.co.uk/help/pay-as-you-go/big-bundles and your extra data is for a limited time only  and will be used before your base tariff allowance.

[jonsie]

It won't show on the account and every time you check the balance @jillzebub it will still show as 10GB until you have used the 'virtual' data.

[jillzebub]

Thanks. I understand now how bundles work... this one just isn't working.

We have now used the 10GB and have been 'cut off' (currently have access to WiFi). Not a whiff of the 50GB.

There is still no contact number for O2 that actually allows me to speak to someone at O2 who can do anything about this. 

To put this in perspective: I am 8 months pregnant and need to be able to access data for midwifery services etc. It's criminal that the only area of "customer services" still open at O2 is the sales and retentions team. That is not supporting vulnerable customers. That is exploiting people's increased reliance on data.

[Cleoriff]

Hi @jillzebub 

In this link there are various numbers for O2. Try all or any. People are getting through when they keep trying. Press any option whether it's the one you want ot not.

Guide: Coronavirus Community Help and Support 

Best time to call is 8am.