Wrong tariff showing on my o2

[Jenny202]

I recently bought a tariff that had 3GB of data and unlimited calls and texts. When I first logged onto myo2 everything was fine but I have just looked today after transferring my number across and my data has changed down to 1GB data allowance! All the live chats are busy every time I try and use it on the app, but I definitely got the plan with 3GB as 1 is not enough!! I’ve made that mistake before! Please can someone help me with this! I don’t understand why it is has changed?

[MI5]

@Jenny202 

It may now be a bolt on Guide: Where is my discount or Extra Data? 

If not, you'll need to call customer service Guide: How to find help & contact O2 

[O2Kat]

Unfortunately due to the current situation the web chat service is down.

If you log into MyO2 through your web browser and select my documents your updated contract with the correct airtime should be in there. If it’s not then then unfortunately it will need a call to customer service to rectify, please be aware that call time will be a bit longer than normal.

The app does take a bit of time to update and it may flick from the old tariff to the new for the next 30 days.

[Jenny202]

Thanks for your reply! I’m just confused though as when I was paying for it the tariff said 3GB on it, then there was a note too that said o2 would give me 2 extra GB on top of my tariff, so really I was expecting 5GB

[MI5]

@Jenny202

That will be 1 + 2gb to get the 3gb.

Check your bolt ons as I said above.

[O2Kat · Accepted solution]

Was the contract done with Carphone warehouse?

I’ve noticed that sometimes if this is the case then the app will show the tariff excluding the extra data bolt on. So for example if you were sold a 3GB tariff intact it’s a 1GB tariff with a 2GB data bolt on and the app will show 1GB but will let you use 3GB if that makes sense

[Jenny202]

Yes it was Carphone warehouse. Oh I see that’s annoying and cheeky! Thanks for your help

[MI5]

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@O2Kat wrote:
Was the contract done with Carphone warehouse?

I’ve noticed that sometimes if this is the case then the app will show the tariff excluding the extra data bolt on. So for example if you were sold a 3GB tariff intact it’s a 1GB tariff with a 2GB data bolt on and the app will show 1GB but will let you use 3GB if that makes sense

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As I said twice already.