Charge to Mobile

[jox626]

Hasn't been working since January this year - been back and forth with o2 customer service the whole time. 

they raised the limit, they put a bar on it and took it off to see if that helped - they said my account needed to be 4 months old, then 6 months old and now it's still not working.

The limits been raised and raised and raised again. *The call center staff at times don't seem to know what charge to mobile even is??*

When i joined there was a simple progression on the limit - it went from £10 to £30 to £150 

In December i was able to spend what i wanted on it very simply and easily - since jan its been completely broken. 

I've had 2 calls with a call center floor manager - first time they apologized and gave me a discount off my bill. 2nd call was yesterday where they suggested its an issue on the other sites ends - i contacted the other sites and it isn't (which i was sure of anyways) 

I've spoke to the call center, live chat and social media team(s) 

Really at my wits end with this.

[madasaf1sh]

@Nnvark97- 

Mine has stopped working again, and broke my renewal to Youtube Premium, I have given up on it ever working again properly... 

Its sadly a sad indictment of o2's customer experience and distain for customers... 

[SILEeeles]

This beccame an issue for me in March and no matter who I talk to or what they tell me it hasnt been rectified. I used to use it reliably for YEARS to pay for subscriptions such as Apple One Family, One Drive, and so on. It now doesnt work for anything at all - I have spoken to apple who confirm that my account is fine, there are no issues, and I have spoken to o2 who also confirm that my account has no restrictions or blocks in place. It also refuses to work on my Xbox account which covered my Game Pass sunscriotion, and the occasional game on sale. 

Charge to mobile is not working and hasnt been since march for me. Apparently now I am not the only one.

[pgn]

As you have searched and posted elsewhere here, you will know it is an ongoing issue, @SILEeeles - tagging the Forum Manager @Dave-O2 will not get a response to you until Tues 27-May, due to the bank holiday today.

Expect a PM from him tomorrow asking for more info to check out your account, @SILEeeles.

[Adam30]

I too have this issue with charge to mobile. My problem started at the beginning of April. Been using it for years on Xbox and the app store. Contacted support and I have no bar and have never exceeded the £240 cap. Please can we get this solved? 

[Enlli]

@Adam30 I'll tag our forum manager who is back tomorrow. 

Wait to hear from him.

@Dave-O2 

[Dave-O2]

Thanks for the tags @pgn, @Enlli 

@Adam30, @SILEeeles, @madasaf1sh 

So i can add your details to the case, can you please drop me a PM with the mobile number affected and a screenshot of any errors you're seeing.

[Nataliaschwenk]

Hi Dave, I am having the same issue. My limits are not overdrawn and all bills up to date. They have increased my charge to mobile limit etc but still not working. I don’t know how to pm you, would you be able to help to fix this ? 

[Nataliaschwenk]

@Dave-O2  would you please be able to help me too ? I don’t know how to pm you 

[madasaf1sh]

@Nataliaschwenk 

There isnt a fix as yet, we are all waiting on it... 

To DM him click on his name and then select send message 

[Dave-O2]

Thanks @madasaf1sh 

@Nataliaschwenk I don't need any additonal details at this time, i hope to be able to share an update on this next week 😊