Cannot Download UK Browse and Data Download

[Jim22]

Previously i could click on previous bills, click on What I've Used and then click UK Browse and Downloads.

Nothing happens now and no data is downloaded.

What has gone wrong?  I have tried 3 different browsers so it is not that as a problem.

Thanks

[pgn]

Hi, @Jim22  - are you able to navigate to the section behind "Download and print latest bill" ok? Once I get there, with Chrome on Win10 laptop, I can select any bill going back a few months, and click on the section you describe, picture below. At which point is it failing for you? 

[Jim22]

Hi

I get to that point and click on GO and nothing happens now - previously it allowed me to select open or save in the browser.

Thanks Jim

[pgn]

Does the problem exist for all mobiles on your account (I notice there's an extra dropdown in your screenshot, compared to mine)?

Sounds like you're going to have to engage O2 CS - multiple phones on a single account tend to complicate matters, I believe.  Numbers for CS in this Guide: Coronavirus Community Help and Support, unless you get lucky with the offer of a webchat. on the main O2 site, @Jim22 

[MI5]

Maybe your browser settings are blocking pop ups or redirects @Jim22 ?

[Jim22]

Hi

I have tried 4 different browsers - IE11, Chrome, Firefox and Edge

All the same problem - no download happens

Thanks Jim

[pgn]

Try settings for Chrome as discussed here, @Jim22 :

https://community.o2.co.uk/t5/Android/Clearing-O2-cookies-in-Chrome-on-Android/m-p/1077704/highlight...

And login to O2 website before logging into the O2 Community forum:

[Jim22]

Hi

i tried clearing O2 cookies in Chrome - still did not work to download data.  Then tried clearing all cookies and data in Edge - but still no download for O2 data.

Why is it not working?

Thanks Jim

[pgn]

Sounds like someone on O2 side needs to look into your account, @Jim22- I will tag in @LukasB, unless you wish to log a call on one of the numbers in this Guide: Coronavirus Community Help and Support? 

[LukasB]

Hey @Jim22 let me know - as a community manager I don't have access to your account but if you like I can run this via our platinum guru team