Family discount

[Familydiscount]

Found a discounted deal on another provider but after entering the store a sales assistant assisted me to get the deal I wanted for an xtra £2 per month. As I have been a loyal customer of O2 for some years took this over another provider to ensure service. First bill has arrived and discount has not been applied at all although I have a number of accounts with o2. I am seriously dis-satisfied. What is my position on cancelling completely and moving to the company that offered a cheaper option???

[Bambino]

@Familydiscount This is a customer community. This is not O2. You will need to speak to customer service. 

https://www.o2.co.uk/contactus

[Cleoriff · Accepted solution]

Hi @Familydiscount

If it's the Family plan you are talking about, did you follow these instructions?

"If you’re already an O2 customer, you might be able to register for Family Plan using our SMS service.  You’ll need to have a lead connection, and at least one additional connection, on an eligible O2 Refresh or sim only tariff. To get the discount, you’ll need to register each additional connection within 28 days of getting them. Check our eligibility terms. If you’re on an eligible tariff, text LOYALTY to 21500 and follow the instructions to register from your phone. We’ll text you confirmation once the discount has been added.

You can add 20 eligible connections to your Family Plan - we’ll ask you for the mobile numbers you want to add. Make sure you included all numbers registered to your billing account, so we can give you the right discount"

All the rest of the info is in this link. Check the eligibility

FAMILY PLAN

If you have followed the info above (including the link) and it's still not applied, then you need to contact customer services as advised by @Bambino

Edited to add: I notice you say it's not on your first bill. You will probably find it's applied by the time your second bill arrives.

Best of luck and welcome to the forum

[Familydiscount]

I was told I qualified for the family discount and the consultant at my local store was sending all the sms details. I had to give the primary account and the account details of the account I wanted applied to it

[Familydiscount]

Thank you all. I think my best plan is to take the phone in question into store and try to find the sales assistant who I dealt with. She wasnt in yesterday x I just wanted to know if others had experienced similar issues x

[MI5]

It will be applied from the second bill onwards.
https://community.o2.co.uk/t5/How-to-Guides/Where-is-my-discount-or-Extra-Data/bc-p/1075494