Problems with o2 web top up/automatic top up

[Anonymous]

I have had an automatic top up set up online for a long time whereas a set amount is topped up on my phone on the 1st of every month. I've never had a problem with this. Today for some reason this hasn't been added, logged in online & it shows no sign of the automatic top up anymore - it worked fine last month, tried adding it again but just getting error messages after payment screen saying please try again later. Can anyone help please?

[MI5]

Good chance - you may find everything back to normal tomorrow!

[Cleoriff]

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@MI5 wrote:
Good chance - you may find everything back to normal tomorrow!

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Well we can live in hope....

[MI5]

I'm always optimistic.

[Anonymous]

They didn't really give a reason why it had been cancelled as such, said it looked like user had cancelled it (i.e myself) when I know I haven't then they told me to just re-register but this wouldn't work. When I explained it wasn't working I was told it was because of a card problem, using the same card I was able to do a normal top-up online from O2 website (not the auto top-up) & that worked fine so they are going to look into it. There was more than enough money in the account, the top-up worked fine using the same card so it's a problem with the auto top-up's for some reason but that will take 5 working days to sort out apparently.

[Cleoriff]

Hi @Anonymous as it's auto top ups and you have been told it will take '5 days to fix' I will tag the Head of Community  @Toby into the thread. He may be able to find out more. If this is affecting the whole auto top up system then he should be informed

[jonsie]

At the very least he will be able to feed it back.

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@Cleoriff wrote:

Hi @Anonymous as it's auto top ups and you have been told it will take '5 days to fix' I will tag the Head of Community  @Toby into the thread. He may be able to find out more. If this is affecting the whole auto top up system then he should be informed

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[Anonymous]

Just to give an update, it was 1st August I was having problems & was told it would be sorted within 5 working days - I told them I was away 9th-16th but was assured it would be sorted before then. It's now 17th & it's still not working. I am going to contact them again but just wondered if anyone else has had problems?

[Cleoriff]

I will tag our Head of Community @Toby into this thread @Anonymous It's important he is aware of this issue

[MI5]

You already did

[Cleoriff]

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@MI5 wrote:
You already did

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Yes 13 days ago. So I have repeated it...