cant top up

[Rachoola]

Ive been trying to top up my daughters phone since yesterday morning. I ordered her a SIM card and needed the big bundle £30 data package.

It allowed me to top up £10 yesterday morning to test it and ive been on 7 times to add £30 and it will not allow. Ive contacted my bank says nothing come through and they havent refused it. My mum tried usuing a different bank, refused. My daughter called the number and tried to pay over the phone  - refused. She can never get to talk to anyone . 

My daughter moved back to UK on Saturday, she needs data and needs to be online 24/7 for her health. What am i doing wrong? Why cant we top up ?

[Cleoriff]

Hi @Rachoola 

Your first top up needs to be by voucher. All info in this guide

Guide How to Top Up (PAYG) 

[Rachoola]

Hi thank you for your fast reply.  so even tho it allowed for me to topup £10 yesterday, i now need to buy  £30 voucher from a shop to get the data bundle? is that right?

[Cleoriff]

@Rachoola 

Must have been an Easter 'miracle' yesterday :smileywink:.

First top is always by voucher. Once the number is then registered with O2's top up services you will be able to register your cards to top up.

Jut have a quick read of the guide above. There are plenty of places to buy vouchers oday..

[Rachoola]

Thank you for your help

[Cleoriff]

No problem @Rachoola  and welcome to the forum.

[MI5]

@Rachoola 

You will need to setup a MyO2 account, if you haven't already done so. 

Your SIM is currently active on a £10 big bundle which you cannot change for 30 days. 

After 30 days, you need to change it in your MyO2 to the £30 big bundle, then top up with £30 to activate that bundle.

If you want to do that sooner,  you need to call customer service on 4445.

http://www.o2.co.uk/myo2

[Rachoola]

HI Thanks for your reply. So because i added the £10 first to check it worked, thats why i cannot top up now ? argh stupid me .

But if she calls that number she can change it . Do you actually speak to a person?

[MI5]

@Rachoola 

Yes, that is the customer service number for PAYG.

You will lose the allowances that you got for the £10 bundle but they can switch it to the £30 now.

[Rachoola]

Awesome thats great . Thank you so much