Paused auto top-up to - can't re-enable it "Customer Suspended"

[Anonymous]

My phone was eating data, so I turned off auto top-up whilst I worked out why. Now I can find no way of re-enabling it. The auto top-up link directs me to a page entitled "Customer suspended" with the message...

Sorry, you can’t access auto top-up at the moment.

Any further auto top-ups have been stopped, and no money will be taken from your bank account.You can still top up your mobile by using your debit or credit card. Click here or go into an O2 shop – or call 4444 free from the UK on your O2 mobile.

The agent on the live chat was next to useless. He suggested I switch to Internet Explorer (on a Mac) and after twenty-five minutes said he was referring it to the "support team" and asked if there was anything else he could help me with.

Anyone had anything similar? What did you do? 

[jonsie]

It certainly has nothing to do with the browser. Your best bet is to call customer service and see if they can reinstate it for you using their system.  Strange one which I certainly have never heard of before. Live chat?....'nuff said....

[MI5 · Accepted solution]

Are you still within a month of disabling?
Usually you are only allowed one account change per month.

[Cleoriff]

By turning it off did you actually miss a payment ?

Either way you need to ring customer services http://www.o2.co.uk/contactus

Edited to add there are various ways to pay...

http://community.o2.co.uk/t5/Discussions-Feedback/Ways-to-pay-guidelines/m-p/874982

[Anonymous]

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@MI5 wrote:
Are you still within a month of disabling?
Usually you are only allowed one account change per month.

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Genius! If only the live chat person had thought of that. I think I cancelled it about 25 days ago, so we will know very soon!

Thanks for your reply. I should have thought of that.

[Anonymous]

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@Cleoriff wrote:

By turning it off did you actually miss a payment ?

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No, and it is PAYG anyway - just wanted to manually control it until I understood why my data usage had shot up. Now I am happy again (and have a bigger data bundle!) wanted to go back to auto top-up.

[jonsie]

I thought the once a month rule referred only to tariff changes? Still only 6 days to go.....