Huawei pocket hotspot

[SamFillan]

Please help! My wife is a key worker and our WiFi is down.

She is an existing 02 pay monthly mobile contract holder and has just ordered a huawei pocket hotspot.

We assumed that this 150gb data plan would be a separate product to her existing plan but we received a text from 02 this morning and it looks like when she activates her hotspot plan it will discontinue her existing mobile plan!

Please clarify if this is the case as obviously she was hoping for her phone contract AND the mobile hotspot to run concurrently not have to choose between one or the other.

Please help!

Yours hopefully,

Sam

[MI5]

@SamFillan 

She has upgraded not taken a new contract.

You'll need customer service to sort it out Guide: How to find help & contact O2 

[SamFillan]

Thank you for your help 🙏

[MI5]

Good luck

[SamFillan]

Do you know how we could go about getting through to 02 customer services during this crazy busy time?

Also do you know 02 has a cooling off period whereby we could return this product and stick with the original contract then re purchase a new hotspot package?

Thanks, Sam

[MI5 · Accepted solution]

@SamFillan 

Yes you can change your mind https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

As for getting through - just keep trying, sorry!

[SamFillan]

We've got it sorted now, many thanks for your help!

[MI5]

You're welcome