Top up on Pay as you Go

[mucky1957]

I received a text message onTuesday July 7 from O2 telling me that I can get £5 top up credit on my Pay as you Go account if I sign up to the O2 app.

I have received a further text message today ( Thursday ) saying 'thanks for downloading and signing up to My O2.

Just checked my O2 credit and as yet it hasn't added the extra £5. Can someone tell me how long it would take for it to appear on my account.

Thank you.

[Cleoriff]

@mucky1957 

It may have been applied as virtual credit. You would use it first I think.

If you need to contact O2, then use any numbers in this link Guide: Coronavirus Community Help and Support 

0800 977 7337 is a good one to try first.

[mucky1957]

hi

not sure what 'virtual' credit is ??

My credit balance hasnt changed to include the 'extra' £5 yet

[jonsie]

It can take 48 hours for the credit to be applied and it will be actual credit.

[Cleoriff]

Just keep rebooting your phone @mucky1957 

If you don't see it in 48 hrs then give O2 a call.

[mucky1957]

will do thanks.

I keep looking at my O2 account on the pc.

I assume any top up should come up as a text anyway.

[O2Sophie]

Hi, @mucky1957,

Give o2 customer services on 4444 a call and check if it's been applied. Hope this helps.

[mucky1957]

just tried 4444.

No increase in balance yet.

[O2Sophie]

@mucky1957  call 4445 for free and speak to someone on customer services. They should be able to advise you. Let me know how you get on. 

[mucky1957]

hi

Spent about 30 mins waiting for someone to answer..but no one did.

Checked my balance on 444 and on line and there is still no increase in the credit.

If I'm not entitled to the top up then why did I get the text message in the 1st place.

It would be nice to get to the bottom of this.