Payment refused

[hannalini]

Hello,

I just payed £10 to top up and have a receipt of it on my bank account, but somehow I've zero on my O2 account?

[Cleoriff]

@hannalini 

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here

Give O2 a call on 4445 or 0344 809 222 (PAYG)

Or you can message O2 on social media on Instagram https://o2uk.co/O2CIG), Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW). 

[pgn]

Sounds like this should be in the Pay As You Go section?

Your top-up gets consumed on the same date every month that you first topped-up, it gives you your allowance for the following month, until the next time you have to top up, @hannalini 

Check it out:

Your renewal date

When we deduct the first month's payment for your Big Bundle, you'll get your inclusive monthly allowance, which will be valid up until midnight the day before your renewal date - one calendar month later.

On your renewal date, we'll attempt to deduct payment from your balance, and if successful, you will get your new inclusive monthly allowances. If you don't have enough balance, then you will not get a new set of allowances and our standard rates will apply. You will need to top up the right amount so that we can deduct payment and give you another month's allowance. When this happens your allowance will be valid up until midnight of the day before your new renewal date - one calendar month later.

Paying and topping up

Payment for your Big Bundle comes out of your credit each month. The easiest way to add credit is to use auto top-ups, but you can also:

• Visit My O2
• Call 4444 from your mobile
• Use an E-Top Up card
• Buy a voucher anywhere you see the green top-up logo

To check your remaining allowances:

• Call 4444 free, then choose option 2 and 2 again
• Text BALANCE free to 20202
• Visit My O2

A £10 minimum top up is required for all Bundles, including on the £5 Big Bundle. When you've topped up, we'll automatically swap your credit for your Big Bundle, which will last for one month.

Any out of bundle charges incurred will be deducted from your credit so that means you'll need to top up £10 to activate your £5 Big Bundle again if you have used any of your credit before your Big Bundle renewal date.

If you do not incur any out of bundle charges, you will still have £5 available credit and your £5 Big Bundle will automatically renew in the following month.

[Chrissiealone]

Is there a way to pay for the Big Bundle tariff by direct debit?

Seems very complicated if you have to put your credit on the same day every month.

[pgn]

Pay As You Go: Introducing "Rolling Plans" might be what you are after, @Chrissiealone ?

[Chrissiealone]

I was seriously thinking about it, but when I spoke to the nice girl on 02 support to find out information about it, she wasn't sure if EU roaming was included in the rolling plan, and she told me I would be better off sticking to Big Bundle as it would be less complicated, and Big Bundle was more flexible.

[pgn]

EU roaming is included in Rolling Plans, whoever told you otherwise clearly does not understand O2's offerings. Guide: Roaming MegaGuide The only thing not in any PAYG SIM offering is 5G, or WiFi-Calling or "4G Calling":

But if you have decided to stay with a big bundle then it will do. Guide: My O2 Pay & Go will help, @Chrissiealone.

[Chrissiealone]

I really don't think the girl from 02 customer support knew if EU roaming was included in the rolling plan, but she did tell me I would be better off sticking to Big Bundle regardless. Of course it is possible that she was getting bored at that stage as I didn't want to carry on with some pay monthly plan I used to have 5 years ago. Perhaps 02 should consider paying some of their staff a minimum wage rather than make them depend on signing up contracts to earn a living?

Just a thought.

Thank you very much however for the information that rolling plan is still an option, I will seriously reconsider as soon as my number has changed over. I really do like the idea of just setting up a direct debit.

[Chrissiealone]

https://www.o2.co.uk/shop/sim-cards/pay-as-you-go#simtype=phone+big-bundles

That's the info on big bundles.

https://www.o2.co.uk/shop/sim-cards/pay-as-you-go#simtype=phone+rolling-plan

As you will see the big bundles option mentions Eu roaming as a perk. The rolling plan option doesn't actually promise that perk. 

After I've been away for my 4 day trip to Germany I really won't mind if the EU is on this or not. Whilst I appreciate the chance to just leave the bill to come out automatically, I can't see any other perk to join rolling plan if there's a chance it doesn't cover EU roaming.

Still really appreciate your help though pgm. 

[pgn]

O2 offer three basic services: Business, Contract and PAYG.

Big Bundles and Rolling Plans both feature in the third service, ie PAYG.

Currently, O2 offer Roaming in the EU to all their PAYG customers equally, within the limits of no more than 25GB per month, and no more than 63days consecutively, indicated in the terms and conditions for PAYG.

Meantime, all the best for your 4-day visit to Germany, and you're welcome, @Chrissiealone.