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Pay as you go swapped to pay monthly. What happens to my existing balance?

Mumis90
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Hello, My 90 year old Mum has had an O2 pay as you go sim for years.  It seemed to be costing her a lot so I finally managed to persuade her to swap to a Pay monthly sim still with O2.  I was told her existing balance would be carried across as she was keeping her number. However there is no sign of the £15.13 and I’m being transferred from pillar to post on the phone.

Has anybody got any advice.

thank you.

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MI5
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@Mumis90 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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MI5
Level 94: Supreme
  • 127431 Posts
  • 614 Topics
  • 22123 Solutions
Registered:

@Mumis90 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Mumis90
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Thank you, I’ll give it a try.

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