Offer at sign up missing from bill

[Nagasaki]

I just used switch up to get a Samsung S25U.

While sat in the O2 store with the lady putting the order in it popped up with a message saying I would get 100% off my airtime plan for 6 months.

Has anyone had or hard of offers like that?

At any rate I just got my first bill and it's not been applied.

I assume I'll have to call O2 to find out what's going on?

[MI5]

@Nagasaki 

Yes, either contact O2 or go back to the store.

You can get in touch with Payment Management team on 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[Nagasaki]

In the end I had to contact O2 complaints to get this sorted... Twice. First person said it was sorted but never actually did anything. 2nd Person I spoke to seems to have done something. Well, I hope so. I wont know till the next bill comes in, in a few days.

But this has caused another issue. When I login to My O2 an error pops up saying something went wrong. This started happening when O2 complaints team "fixed" the missing offer. The upgrade options have also disappeared for the line in question. And when trying to view the Discounts section to see if the offer was applied I also get the Something went wrong error.

What has gone wrong here? Id like an idea of what the issue is as 9 times out of 10 O2 support dont seem to have a clue about anything 😞 So going in with some idea of what might be wrong would be helpful to tell them.

[MI5]

@Nagasaki 

You could try deleting the MyO2 app, reboot phone and try installing it again.

Do you get the same errors online https://mymobile.o2.co.uk/ ?

[Nagasaki]

This is not the app, its the website. The app dose not give this error until I go to upgrades or discounts then it opens the site and then I get the same error

[MI5]

Sounds like (not uncommon) O2 web site issues then @Nagasaki 

Post the dead links and we can get them looked at.

Tag @Dave-O2 in your post.

[Nagasaki]

The links are not "Dead" If I pick another line, say my tablet or watch and go to discourts or upgrade it works fine.

Its only on the line where this promotional discount was missing and has since been added manually that the discounts/upgrade pages will not load.

[MI5]

Probably not available then for that device, who knows?

Likely connected to the manual intervention to fix the original error.

[Dave-O2]

Thanks for the tag @MI5 

@Nagasaki Can you please drop me a PM with your mobile number and a screenshot of what you're seeing via My O2?