New customer - nothing works?!

[TBoo]

Hi!

I joined O2 a couple of days ago after seeing the offer for £20 for 100gb of data, unlimited calls and texts and free Disney+ for a year. I haven’t yet even received my sim in the post but I am a little bit worried.

I’ve received an email from O2 saying I can now claim my extra but when I click it I’m taken to myO2 website, where I just receive the following message:

It looks like something's gone wrong

We're looking into it and hope to get it fixed soon.

Go back to the previous page
Go to our homepage

When I’ve looked online and on O2s Facebook all I can see is angry customers whose mobile phones have been cut off, as well as a lot of other people saying they also can’t get into myO2 online.

I have the app, but all it will show me is that I have a bill of £20.00 due to be paid by **Personal info**, literally no other part of my account works in the app either - at the top it says:

Something went wrong

We can’t display your usage; please try again later.

Every part of the app I click takes me to the myO2 website, where I get the aforementioned message of its looks like something went wrong’.

I’m still in my 14 day cooling off period, however I also requested to transfer my number to O2 with a PAC code (again all I can find about this online recently is people saying they have requested this and it has not been done).

Can somebody please get back to me to either clarify how I can get access to myO2, how I can obtain my free 6 months of Disney+ and reassure me that O2 aren’t just cutting off people’s services willy nilly?

If not, can someone please clarify how I go about cancelling the contract within the 14 day cooling off period and obtaining a new PAC code from O2 so that I can keep my number with a different service?

I know things are probably super busy for you O2 gurus with the coronavirus and everything and this may not seem like a big issue, but I really can’t have my juice service cut off randomly as I have vulnerable people in isolation relying on me for help.

Any help available from O2 gurus or customers/community users who can help out would be greatly appreciated!

Thanks so much

[TBoo]

Apologies, that should have read ‘free Disney+ for 6 months’

Thanks!

[O2Lorna]

Hi

It make take a couple of days for your my02 to be fully up and running. Once it is up and running you will be able to claim the disney + offer in your extras section.

[TBoo]

Hi Lorna

Thanks so much for getting back to me so quickly.

Ok I’ll give it a few more days

Can I make a suggestion though?

If my initial order confirmation had included something about myO2 taking a few days to be fully up and running and had advised me to expect this I wouldn’t have needed to contact you guys on here.

I’m sure you’re super busy, so just an idea for reducing contact to maybe include a couple of lines about that in the order confirmation?

Thanks again Lorna

[TBoo]

Hi Lorna.

It’s now been a week and I still can’t access anything except the bill that has already been generated and my number is still yet to transfer over.

The fact that my number hasn’t transferred means I’m paying for two concurrent mobile contracts, which I can ill afford... Can you advise please?

Thanks

[gmarkj]

Are you moving from a different provider or just from one tariff to another within o2?

[TBoo]

Hi gmarkj

Thanks for replying.

I’m moving from a different provider, Virgin, to be specific. I provided my PAC code at sign up.

I just need some idea of how long it will take for it to be transferred!

Thanks again

[gmarkj · Accepted solution]

We have no idea at the moment, apart from "longer than usual".
Sorry!
Only other advice is to call customer services to ask, but they are rather busy...

[jonsie]

If O2 have used the PAC your virgin contract should end.

[TBoo]

Thanks @gmarkj, I probably should h expected that, but I’d have though if that was the case O2 should have told me from the outset so I could time the order better and not have to pay out for two contracts 🙁

@jonsie yep I know that but thanks for confirming 🙂 I know it usually takes 1-3 days to transfer so timed my order from O2 to coincide with when my now rolling monthly contract with Virgin was ending. I’d hoped the number would transfer before my contract renewed but as it hasn’t I now owe Virgin and O2 for this months bill. Not ideal as I’ve lost my job due to coronavirus hence signing up to a lower priced contract 🤦‍♀️

I’ll keep waiting for the transfer to go through, but if it takes more than 30 days and Virgin charge me again I’ll be expecting O2 to cover the next Virgin bill!

Thanks all for your help