O2 extra problem

[Betablue]

Hi all. Long story. I read Jonsie guide but I've still got problems. So timeline.

After refresh ended last July I went Sim only and got Amazon Prime Video extra. Free for 3 months then payable, no probs, perfect.

Upgraded in store 8 may back to refresh Sony 5 II, pretty good. Stores assistant says you get extra so I said yep do it. She said have to end existing extra and send me a link for new 3 month offer. She does so.

Old APV ends, no worries. Link arrives, click it no worries.

Into Myo2 to Manage Extras, there it is ready to go but...

It says activate it, I hit the button and it says problem with the link. The help useless. The O2 advisor useless. Back to the shop. Useless.

I'm guessing they need to send me the link again.

So current status there it is in manage extras waiting to be activated with days clicking down, no way to do it.

Help! Please!

[Cleoriff]

@Betablue 

I'll ask one of our account advisors to help tomorrow. @O2Lisa are you able to assist @Betablue with this Extra please?

@Betabluepop back to the thread tomorrow. @O2Lisa  is here from 8am.

[Betablue]

I will do @Cleoriff, thank you for your help, have a lovely evening 😊

[Cleoriff]

You're welcome @Betablue 

[MI5]

@Betablue 

Have you tried activating the link on your mobile phone using your mobile data and not wifi?

[Betablue]

Thanks for the idea @MI5 I gave it a go but no luck. It still sits there inviting me to activate but gives the error when I try.

I have a midday call back appointment booked so fingers crossed! I'll come back with an update

[O2Lisa]

Morning all, thanks for the tag @Cleoriff 

I'll message you privately @Betablue and look in to this for you

[Cleoriff]

Thanks @O2Lisa 

@Betablue  check your private messages as @O2Lisa will be sending you one shortly.

(I wouldn't bank on a call back from O2 personally)

[Betablue]

Thanks for all the help. Lisa contacted me but has probably finished for today, it took me quite a while to get back to her. My fault. The call back from O2 happened but another disaster. The caller said she could not work out what was wrong and suggested I change extra to Disney. Losing the will to live by now I agreed. She did it and I activated it. Only to find out through searching the Internet it doesn't work on Virgin TV. I give up, what I never had I'll never miss so onwards and upwards. Hope you're all well and healthy which puts it all in perspective, eh? Best wishes everyone x

[Cleoriff]

@O2Lisa? Is this recoverable?

Seems a shame that @Betablue  has lost her extra.