Won't allow me to set up Auto Top-up - Cust Services referred to Tech Support but never called back

[Anonymous]

I suspended Auto Top-up a couple of months ago because my data plan was out of control and I wanted to work out why. I resolved that and tried to re-enable Auto Top-up, but I get a web page entitled Customer Suspended with a message Sorry you can't access Auto Top-up at the moment.

I used Live Chat and got nowhere - they said they would refer it to tech support, but I never heard from them again. That was four weeks ago.

Someone on the forum suggested it might not be possible to change Auto Top-up twice in a month. I waited for some more time to elapse, but it still isn't working, and I still get the same message.

Anyone any idea how I might fix this?

Thanks!

[Cleoriff]

Hi @Anonymous

I honestly think you need to contact Customer Services and speak to an advisor. You have tried Live Chat and they haven't been of any help.... so ring and speak to someone. It's the only way you will get Auto Topup reset...

http://www.o2.co.uk/contactus

[MI5]

I agree. It sounds like cs need to reset something on your account.

[Anonymous]

I finally got through to chat whilst you were replying and they have referred it

3-5 working days. I will give them a chance and call CS next week. Thanks for the advice.

[MI5]

Let us know how it goes please.

[Cleoriff]

Not being funny but didn't you say Live Chat referred it before and 4 weeks later you heard nothing and it wasn't fixed?.....Honestly I would ring CS tomorrow. It should not take 3-5 days. ...

[Anonymous]

Call cs, I wouldn't trust live chat, if they didn't fix it the first time then there is 0 chance they'll do it now

[jonsie]

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Paused-auto-top-up-to-can-t-re-enable-it-quot-Cu...

Call customer service, don't rely on chat referring it.

[Anonymous]

They will only tell you to sort yourself on the web site which the other poster clearly couldnt do.

We are going through a similar thing with my wifes payg.  Previously she had a auto top up set, then when she upgraded her package to £10/ month we thought we had cancelled the auto top up and had a text from O2 saying we had but they still used it aswell as the £10/m.   Telephone (lackof) Support just kept telling us that wouldnt happen so we have cancelled ALL payments to O2 for a few months on that acct until they have used up our cash which they have taken.