my bill is too high this month, I would like to stagger my payment

[Mazza2]

I went abroad and incurred some unexpected costs. Considering all that is going on at the moment I am unable to pay it all in one go so would like to spread the payment. I cant seem able to speak to ANYONE at O2 about this so dont know what to do. Any suggestions please?

[Edit: topic title clarified]

[O2Sean]

Hi @Mazza2 ,

Unfortunately you will have to persevere and try and get through to somebody. O2s policy is as follows:

For customers on Refresh or Custom Plans, in accordance with FCA regulations, we have implemented a Covid-19 emergency payment option designed to help those customers who are experiencing immediate financial difficulty, please

• Only contact us with a payment request if you need immediate and temporary financial assistance
• Don’t cancel or reduce your payments until you’ve contacted us
• If you can afford to make some repayments, even if it is a smaller amount then do so

What this means for you

• You may be able to make no or small payments for up to 3 months
• This won’t affect your credit file for the period of the emergency payment freeze
• At the end of the deferral period you will either need to pay the full outstanding deferred balance or make sure you contact us to set up an instalment plan

Who can apply?

• You have an O2 Refresh or Custom Plan agreement
• Your ability to make your repayments has been temporarily affected by Covid-19, for example you’ve lost your job or you’re having to work less hours
• You will be able to make a request up to 14th July

Contacting us
  
Please only contact us if you’re worried about an immediate impact on your financial situation caused by the Covid-19 outbreak. We ask that you only call us if it’s urgent, so we can help those most at need.

[MI5]

@Mazza2 

Contact the payment management team Guide: Coronavirus Community Help and Support 

[Mazza2]

Thank you Sean 

[Mazza2]

Thank you for taking the time to respond.

[jonsie]

To pay bills, ask for payment extensions etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.
The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm