swapmysim & pay & go

[Anonymous]

Hi folks, recently i got a new contract phone, i have always been pay & go before. Naturally i wanted my old number so did a swapmysim successfully. However one small problem remains and o2 just cant figure it out. I have had 2 o2 customer service agents close chat because they cant figure it out. Not only is this rude but i expect a little more help. Now i have been very polite as always, and very patient. However im getting very frustrated now at the lack of help.

The problem....

Most of my family are on o2 pay & go Unlimited. They top up £15 when they should and get free text and calls to all o2 mobile numbers except mine. Why? Whats the problem? o2 cant figure it out. Ronald on chat said he fixed it, but i had my brother text and call me and it was not fixed. Ronald seemed to change his attitude toward me when i told him this. He was not happy and cut off chat. Again i was very polite when chatting.

o2 have already refunded my family as they were charging them for texting and calling me but the problem remains. (My family have already spoken to o2 and o2 said the problem is definately with me and not them).

I really expect more help than this and as a long time faithful, loyal o2 customer is it wrong to demand more help?

Can someone with more knowledge than those at o2 please help me and not cut me off!

Many thanks.

[Anonymous]

Update: O2 unlimited customers still getting charged to text and call me. 😞

[MI5]

O2 unlimited customers shouldn't get charged for calling or texting anyone.... Are you sure the charges are relating to your number?

[Anonymous]

Yeah they are 😞

[Anonymous]

Surely it doesn't take this long to sort out? It's very frustrating.

[MI5]

No, it should be working by now but I can't figure out why anyone on an unlimited tariff is getting any charges at all let alone for just calling your number ?

[Anonymous · Accepted solution]

Turns out as my number came from Pay & Go to contract it was shown on the Pay & Go system as expired. After changing the setting there everything is now working properly.

As much as i appreciate the help i do believe some o2 customer service representatives need to be more clued up. Seemed to me on the phone that some just didnt give a damn. Finally i got one person who was happy and very willing to help and took him 30 seconds to sort.

[MI5]

Yes, that's how it should be done......