Covid 19 help to customers

[Ja2]

Both my sons have been badly affected by the covid pandemic and have lost out financially. The government has finally helped one and the other does not fall into any category. I have helped both of them pay their phone bill but have tried to ask for help from o2.
Automated service only.
So pay up or be cut off has anyone else had similar issues. Or am I doing something wrong. Just had a new email for this month saying extra money will be charged for late payment.
Thanks o2

[MI5]

@Ja2 

You need to speak to payment management.

Guide: Coronavirus Community Help and Support 

To pay bills, ask for payment extensions etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

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

https://www.o2.co.uk/help/account-and-billing/payment-support

These guys can give you more time to pay but you may still be cut off as it is an automated system process.