Bill increase

[Evie]

Can anybody help - when I signed up to O2 refresh I had a 20% UNiDAYS student code, this was applied for the first month and I paid £10.86 airtime and £47.05 device plan. I have just checked my app and my device plan is still £47.05 but the airtime has gone up to £28.78? The discount was supposed to apply for the duration of my contract which is 2 years.

Thanks in advance!

[MI5 · Accepted solution]

@Evie 

You'll need to check with customer service Guide: Coronavirus Community Help and Support 

Guide: O2 Open & Friends and Family discounts - How to sign up 

[Cleoriff]

Hi @Evie 

You need to call O2 and ask why this has happened.

All numbers are in this guide Guide: Coronavirus Community Help and Support 

Try the number ending in 4005 first.

[Evie]

The problem is they're not speaking to anybody unless their query is urgent. I did ring earlier and the only option to speak to them was if my phone was stolen or I was a victim of fraud.. ☹️

[Evie]

They won't speak to me as they don't think it's urgent

[Cleoriff]

@Evie 

Then press fraud or lost and stolen. All you need is an advisor to talk to. Once connected they WILL deal with your query. Before that, try this number 0800 587 4005. It has a good success rate of getting through to O2.

[MI5]

@Evie 

Choose the upgrade option.

[Evie]

This number worked thank you so so much!!

[MI5]

It was in the link I gave you at the top of the thread @Evie 

[Evie]

Apologies, I didn't realise! Thanks again