Loyalty discounts

[Anonymous]

I have looked at my bills and for the last six months and instead of each month receiving loyalty discounts I am being charged. Also I started a new contract and the loyalty discount has still not been added despite completing all the emaiks sent to me from o2. I did contact the call centre but they said it would take 28 more than that now. This new contract was agreed that with my discount that I would pay £43 per month, however paying 64.

[MI5 · Accepted solution]

Have a read of the discount help here
https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/Where-is-my-discount/bc-p/1075494
But we can’t see your account to confirm if applied so you will need to talk to customer service http://www.o2.co.uk/contactus

[Marjo]

Hi @Anonymous welcome to our forum! Sorry to hear that you haven't been able to find the discount yet. Did the guide linked above by MI5 help with that?

[ForestPhil]

I was receiving a £9/month loyalty discount and have just upgraded online for another 36-month contract.

But my loyalty discount was not added automatically.

I can't get through to customer services due to the COVID-19 issues.

How can I get the loyalty discount credited again?

[jonsie]

You can't sorry.

That discount was for your last phone/tariff and doesn't apply when upgrading or changing tariff @ForestPhil 

[ForestPhil]

So that was a bonus for NOT upgrading, yes?!

Sounds like I'd be better off just cancelling today's order and switching to another company who are offering a lower price!

Seems a bit crazy to me but thanks for the clarification.

[jonsie]

Yes not the answer you wanted @ForestPhil