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on 11-12-2022 11:16
My 91 years old farther in law has been with O2 for some time. Just recently is old phone went and his daughter passed him a spare Samsung. Since then he has been charged in excess of £30 pounds- his contract is £15. We have tried to download for him MyO2 app to check what might be causing this lose high extra charges, to no avail. We keep going in circles.
Anyone any suggestions? Very much appreciated as this is causing quite a lot of
distress.
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on 11-12-2022 11:48
If the replacement phone had been stored for a while, it may have downloaded an update or some other series of app updates over the air, pushing him over his allowance with O2. Your best bet is to contact O2 via Social Media (Twitter or Facebook), links just below this post, to find out what has caused the excess spend, @EP22 - other ways are to call customer service and let them know. https://www.o2.co.uk/contactus
Good luck!
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on 11-12-2022 11:48
If the replacement phone had been stored for a while, it may have downloaded an update or some other series of app updates over the air, pushing him over his allowance with O2. Your best bet is to contact O2 via Social Media (Twitter or Facebook), links just below this post, to find out what has caused the excess spend, @EP22 - other ways are to call customer service and let them know. https://www.o2.co.uk/contactus
Good luck!
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on 11-12-2022 11:50
We're just customers like you but it sounds as if you need someone to access your account which can't be done from here.
Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.
Veritas Numquam Perit
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on 11-12-2022 16:22
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on 11-12-2022 16:22
Hi, thank you for taking time to reply. I am afraid none of us have an account with any of those social media outlets. We are left out, social media and technology are difficult to navigate for older people. It is one of the injustices created by technology in my view.
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on 11-12-2022 16:27
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on 11-12-2022 16:27
Hi, thank you for taking time to reply. I am afraid none of us have an account with any of those social media outlets. We are left out, social media and technology are difficult to navigate for older people. It is one of the injustices created by technology in my view.
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on 11-12-2022 16:29
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on 11-12-2022 16:29
You can call Customer services on 202 from an O2 handset or 0344 809 0202 from any other, if you prefer to go that way.
Just wondering as this is for a 91 year old do they use Internet at all?
What make and model of phone do they now have as it looks like the extra charges may well be Internet based
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on 11-12-2022 16:38
Might be easiest to put you in touch with @O2Sarah- to check and explain things for you.
Look out for a message from her in the morning.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 11-12-2022 16:49
Customer services provided a link to reset password to access MyO2
We were able to see bills. A premium number that we have no idea about 09037047096 - appears there. My father in law was not told any details about that call/number (only that it was premium telephone company) but he was given a £10 discount. Why can they not provide more details, why to offer a discount and not a full refund?
They have now barred premium calls for him. It is distressing to see how an old person can see his money taken so easily. I think O2 and others should put as many barriers as possible to premium numbers. So that you can truly opt in, and not "fall into" their trap. Thank you community!
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on 11-12-2022 16:53
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on 11-12-2022 16:53
A quick search on the number comes up with this
https://who-calls.me.uk/phone/09037047096
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on 11-12-2022 17:05
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on 11-12-2022 17:05
@Enlli wrote:A quick search on the number comes up with this
https://who-calls.me.uk/phone/09037047096
And a search in saynoto0870 shows the non-premium rate numbers as:
Unverified Numbers Database | |||||
Company Name | 087x | 084x | 01 / 02 / 03 | Freephone | Other Information |
A2B Transfers | 0871 528 8791 | 01483 804808 |

