Pay as you Go - Roaming

[Jomamijo]

Hello 

I used to be a pay monthly customer and I have recently changed to pay as you go. I have topped up twice this month and still I cannot receive or make calls. I am abroad and I have my roaming data on. 

What do you think is the issue? 

[madasaf1sh]

@Jomamijo

Roaming should work in the EU, outside of the EU it depends if roaming is available in that country for PAYG customers.

Also you may need to contact Customer Services to check there are no roaming bars.

[Jomamijo]

Thank you for your answer 

I am in the EU and I did not had any issue before (when I was paying monthly). 

I cannot call from my mobile the customer service team neither chat with them. Any ideas how to reach them and solve the issue? 

[O2EmmaLouise]

Hi @Jomamijo,

Are you using the new pay and go sim card or your old pay monthly one? The old pay monthly one would have been disconnected. 

What network are you currently connected to?

[Jomamijo]

Hey 

They have send me a new pay as you go card and I am using this one. 

When I log it in my O2 I do not see details of my old contract so everything should be disconnected and for me to be ok to use the pay as you go card. 

I am in Greece and my network is Cosmote 

[O2EmmaLouise]

When you received the new pay and go sim card, did you call customer services again to move your monthly number over to it? 

Are you topping up your old pay monthly number or the new pay and go number?

Are you able to receive calls or texts?

[Jomamijo]

Yes I wanted to keep my old number so the sustomer service informed me to use the new card I have received (pay as you go) and that they will transfer my old number to the new one (althouhg the new pay as you go card had a different number on it ) 

When I log in my O2 before the transfer I could see both numbers - my usual one stating pay monthly next to it and the new number stating pay as you. Now I only see the pay as you go information. 

I am topping up the new pay as you go card which has my old number (hope it makes sense) 

I am not able to receive or make calls and texts. 

[O2EmmaLouise]

Ahh ok, yes that makes sense 

And you've tried switching the phone off and on again?

It sounds as though there could be a roaming bar on your number, or the number port from pay monthly to pay and go hasn't gone through correctly.

I'm going to tag @O2Lisa and @O2Waqas to see if one of them can reach out to you via private message on here to get this resolved. 

[O2Waqas]

Thank you for the tag @O2EmmaLouise 

@Jomamijo I will send you a private message, so we can look in to this further for you

Thanks 

Waqas

[Jomamijo]

Thank you !! 

I swiched off and on my mobile again and I am waiting for the private message so lets see if this will work