PAYG Classic cut off!! (without warning)

[Anonymous]

Has anybody recently been cut off even though used very recently? (no signal, sim unassigned, balance £0 etc.)

I managed to get it back and credit re-established after a couple of calls to C/S.

What gives?? 

[Anonymous]

@MI5 

thanks for reply, I’ve always texted every month or so for quite a while.

[Anonymous]

@jonsie Shame U got kicked off. Ex employee here said they could reconnect before the number went onto stage two of number recycling 

Inactivity  uncertainty and signal strength making  o2 less appealing. 

[pgn]

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@jonsie wrote:

I had the Classic PAYG and made sure I made a chargeable call once every 4/5 months

All was well for 2 years but this year in May I went to make a call and the sim had been disconnected

When I rang up they told me it was disconnected because I hadn't topped up for over 12 months

I lost the number and credit because it had been reclaimed 4 months previously

So it would seem that they are enforcing the top up rule regardless of making the required call

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That's why Ts&Cs exist - so cavalier management decisions or unknowing (I almost wrote "uncaring" there!) CS agents can just ignore them, @jonsie. 

[Dave-O2]

Thanks for the tag @madasaf1sh 

I'll get this clarified and provide an update as soon as possible 👍

[Anonymous]

@Dave-O2 

Hi,

I'm being bugged to accept a solution but not resolved yet !!

Ofcom says:

If you're concerned that your PAYG phone might be suspended because you don't use it enough, ask your provider:

• How long will it be before they suspend an inactive phone?
• What can you do to make sure your phone stays active? Do you have to make a call, or can you simply send a text?

If you use search-engine and ask about o2 Classic inactivity, it's still clear as mud !!!

[Anonymous]

@Dave-O2 

Is this thread going to be updated (‘after all’ you are the community manager!)

Looks like (if no reply) once 8 weeks have passed I’ll need to contact ‘Communications Ombudsman’

[Enlli]

He can only report what is fed back from the powers that be. And Classic PAYG will be bottom of their list. It's redundant looses money. 

I fully expect O2 to close their PAYG like Virgin did and shift things to Giffgaff 

[Dave-O2]

Hey @Anonymous 

I'm still waiting for confirmation on this, once i have any further updates to share, i'll update this thread.

[Anonymous]

@Enlli 

That’s as may be, we still are functioning as classic customers and need to know (without ambiguity) where we stand in a ‘timely’ manner. 

[Oxonian]

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@Enlli wrote:

He can only report what is fed back from the powers that be. And Classic PAYG will be bottom of their list. It's redundant looses money. 

I fully expect O2 to close their PAYG like Virgin did and shift things to Giffgaff 

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I agree with you @Enlli on classic PAYG, which is already being phased out as new customers can no longer sign up. 

I do wonder how Big Bundles and Rolling Plans will be dealt with as they will provide a regular and possibly more substantial income stream to O2 ? And it probably isn't as easy as moving folks onto contracts, as I guess that many who utilise Rolling Plans do so because they would fail a credit check.