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Device Plan - final Bill

Silkenrobe
Level 1: Joiner
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Ok. So after receiving info from o2 that my tariff contract was over, i decided to swap to Tesco mobile (i work for Tesco and they have a great deal for staff at the mo)
Before i did that i spoke with CS at o2 and during the conversation i explained that i still had my device plan and i would still be paying that off monthly so its possible i could buy my next handset once i had finished paying for my current one.
At no point did the rep say anything about having to pay off my device plan as soon as i stopped my tariff
So, this morning i get an enforcement letter - i only swapped 2 days ago! - which i was not expecting, for the rest of my device plan.
However, it appears that i cannot actually speak to anyone at o2 if i have no tariff
The number in the letter goes to their PAYG top up service
CS numbers divert to Tesco mobile
And the 0344 number is automated c**p

How the hell do i speak to a person?!
I've tried PM on Twitter and FB - zero joy
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MI5
Level 94: Supreme
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Registered:

@Silkenrobe 

Unfortunately you do have to pay off the device plan in order to cancel.

Guide: How does O2 Refresh work? 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)

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MI5
Level 94: Supreme
  • 143438 Posts
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  • 27490 Solutions
Registered:

@Silkenrobe 

Unfortunately you do have to pay off the device plan in order to cancel.

Guide: How does O2 Refresh work? 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 2 of 4
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Silkenrobe
Level 1: Joiner
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Thank you! All i want to do is pay it, but cant because i cant get hold of a human
I shall try your suggestion tomorrow
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MI5
Level 94: Supreme
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  • 27490 Solutions
Registered:
You're welcome
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 4 of 4
515 Views