I've got my first bill and I haven't even received the SIM card yet!

[thornebt]

Got an email with my first bill for 19th December and I'm still waiting for the SIM card!  Seems a bit cheeky.  Do you have to pay in advance anyway?  Cheers.  Bruce.

[Cleoriff · Accepted solution]

Hi @thornebt 

Your payment starts within 4 days of your contract

https://www.o2.co.uk/help/account-and-billing/your-bill 

You’ll get your first bill within four days of joining O2, and you’ll be charged 14 days after you receive it. Your official billing date is usually the date you joined us, and it will be the same every month.

If you joined us on the 29th, 30th or 31st of the month, your official billing date will be the 1st of the following month. Your first bill will be pro rata, which means that we’ll charge you for one full month’s airtime, as well as any airtime you use in those first few days before your billing cycle starts.

If you’ve upgraded your device, your billing date will stay the same.

You should contact O2 about your sim. All numbers here Guide: Coronavirus Community Help and Support 

[thornebt]

So my contract has started and I am paying for a mobile service that I cannot use as I haven't received the SIM card yet.  I got a text yesterday to say I should get it in 1 - 3 days.  With the Christmas mail volumes it might be longer anyway.

[thornebt]

When I click on 'Track my Order' I get a tracking number POST*******.  When I enter the number in the tracking box I get redirected to the Royal Mail website but it says they do not recognise the number.  I work for Royal Mail and don't think that is a tracking number format that we would use.  Is the SIM being delivered by a different courier?  If so it would make sense if I were redirected to their website instead of Royal Mail?  Just an idea!

[MI5]

@thornebt 

SIM cards are always sent by RM 1st class post.

[Cleoriff]

@thornebt 

If you work for Royal Mail, you will know they are overloaded at this time of year. ( I received a card from my son who lives 3 miles away, 9 days after it was posted first class)

It should hopefully be with you by Monday, if not, call O2, using the numbers I gave in my first post.

Best of luck.

[thornebt]

Thank you for your help which I appreciate.  When you said in your first post:-

If you joined us on the 29th, 30th or 31st of the month

I took this to mean (by using the word 'us') that you were a member of O2 staff.

It is useful to know that SIMS are sent Royal Mail 1st class.  I do work for Royal Mail.  This is not a trackable service so I don't know what the POST***** tracking number relates to.  Maybe nothing?

[Cleoriff]

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@thornebt wrote:

Thank you for your help which I appreciate.  When you said in your first post:-

If you joined us on the 29th, 30th or 31st of the month

I took this to mean (by using the word 'us') that you were a member of O2 staff.

It is useful to know that SIMS are sent Royal Mail 1st class.  I do work for Royal Mail.  This is not a trackable service so I don't know what the POST***** tracking number relates to.  Maybe nothing?

---

@thornebt 

No sadly, I don't work for O2, otherwise I would be paid

We are all customers like yourself.

The section you refer to 'If you joined us on the 29th, 30th or 31st of the month' was taken directly from O2's guide on Billing (which I linked to) 

As I say, best of luck with this. I hope the sim arrives by Monday. If not give them a call.

[thornebt]

Still no SIM card has arrived so I have PM'd Marjo to see if he can track it using the tracking number.  It just seems wrong that I am paying for a service that I cannot use.

Anyway, I think that probably wraps up this topic.  Hopefully Marjo will explain why it is reasonable for me to pay for a service that I cannot use!

Thanks for your comments everyone.

[MI5]

@thornebt 

When the sim does arrive (when RM get round to it), just call O2 and they will credit you for the days waiting for it.