Paid £15 top up to get free text and broadband allowance - only got a warning

[LauraGo]

For years now, I've topped up on Pay As You Go and received enough broadband time and texts for my needs.

Today, Sunday, I topped up as usual and received a text only saying "You have topped up" and gave me sum of around £27 but no broadband useage or free text time - instead, a warning flashed up that my £2 allowance was up for the day and that I'd be charged accordingly.

This was rather awkward as I was sitting at a nursing home trying to arrange cabs and transport with my account just being drained at peek cost.

I am hard of hearing so internet/text is crucial - I've been told to phone 4445 but no-one there.  I've tried the bot, I've tried Facebook - message that you'll respond within 72 hours.

I'd like to know what's happening please.  I am happy to give my mobile number privately to moderators only.

[TallTrees]

Hello @LauraGo 

Welcome to the o2 Community forum 

Sorry to hear the problems 

We are unable to access your account or details so it would still be necessary to contact O2 customer services 

Here 

You need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202

Leave a message to social media 

Best wishes 

[LauraGo]

Thanks - I've done the social media thing.....72 hour response apparently.    I'm hoping they can credit me for all the data lost today AFTER I'd topped up £15.  It's really quite hard sorting these things by phone with a hearing loss, so hopeully their FB will be reliable.

[TallTrees]

Hi @LauraGo 

I understand perfectly it's so very difficult any time and especially with hearing loss.

It is usually a good option if we can't assist. Hope all is well soon.

[LauraGo]

Thanks very much - I'll let you know how it goes.

[TallTrees]

Good 👍 

@LauraGo 

[LauraGo]

TallTrees - thanks for your help.

Before O2 even answered the Facebook query, I got a text at 8.30 this morning to say my texts and 500mb were now available.  Took about 18 hours to turn around.  That's the longest I've ever had to wait - it's usually instant.  I won't do it again on a Sunday!

[TallTrees · Accepted solution]

Great news @LauraGo 

You are most welcome 

The main thing is it's done sorted 👍

Yes Sunday a day of  complete rest 🤣🤣🤔🙄