Bill and Customer service

[Nikkig47]

I've had a sim only deal which I ordered on the 2/12/2021+ my SIM was blocked from calls, Text and data until the 6/01/2022! When I rang it said my bill was £16(which is correct pmth) Went to use the phone and I apparently still owed £36+? Phoned and even though I was cut off my phone was usable again! Then 2days later I received a message that my bill was due in 5days for £36+ still? Again, I have rang to no avail!! Apparently they've brought £16 from the last bill and I am also charged £6 late fee for a bill that's due on the 2/02/2022? I'm not getting anywhere with customer service and they just keep cutting me off eventually!! I'm disabled and rely heavily on my mobile incase I have an accident and need to call emergency services or My carer! Had the SIM card active for not even a full month yet due to the wrong information about my bill!!!!

[pgn · Accepted solution]

Hi @Nikkig47 - it sounds like O2 have been unable to collect the monthly payments from the Direct Debit you set up when you set up your sim-only contract in December.

Have you checked your bank account details registered with O2 are correct, and that your bank statement matches? Remember, bills are issued a month in advance.

Check in your MyO2, see what payments are outstanding - and reach out to O2 via Social Media, links for Twitter and Facebook are below this post.

Failing that, it is back on the phone to Payment Management team or Customer services again this morning, around 08:15 - numbers all in here: Guide: Coronavirus Community Help and Support 

If you need help with MyO2, guide here: Guide: How-to guide for My O2 # and payment options here: Guide: How to Pay Your Bill (Contract) 

Good luck this morning.

[Vikki73]

I’m having same prob. No idea what my bill is because still same balance as before. I was sim contract £20 a month now I’m pay £30+ a month plus vat I’ve tried calling 02 with number on phone. Doesn’t go through… web chat no idea what I’m going on about… customer services no good as cut incoming and out going calls. Now if bill not paid in full by 26th nov phone will be off blocked and my number taken!!!! Which was mine before going to 02

[Enlli]

Best to message Payment Management Team

Message them on
Facebook (https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you.
Facebook  (https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you.

If you can borrow another phone 

they can be contacted on 0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[gmarkj]

Have you checked this guide Guide: How do I get to the 'Download Bill' page? to see what the bill is for @Vikki73 ?