Data loss

[vic406]

Hi, I took a 24 months phone contract with O2 on the 24 February 2020, I opened the phone to use on the 15 March 2020. The phone came with 3gb and 9gb data bolt-on making total 12gb, unlimited talk and text. But to my surprise on 31 March 2020, I found I have 0gb, with a reminder to get more data or my allowance will renew 24 April 2020. I have unlimited wifi at home, and on my other cellphone  I do not believe I used 12gb within 2 weeks. And when l checked my usage l have only used 1.1mb from 24 February. I have been trying to reach O2 customer services for the past 3 weeks and when l got through, they will not help unless its to do with upgrade or cancellations. They are using COVID 19 as an excuse. But in the meantime l cannot use the phone to access the internet until the next billing date. I am so disappointed with O2 services already l am willing to leave. How do l resolve this, I am only 2 months into this contract, l already had enough           

[jonsie]

Did you get the phone through a third party such as CPW or Mobiles.co.uk?

A number of customers have had their bolt on disappear when O2 and CPW ended their association.

Calling customer service is the only way to get it reinstated

COV-ID 19 IS a valid reason for things o go wrong, it affects every single person in the UK

Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808