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

[jonsie]

It may be worth submitting the form again with the same information. You should get a response even if only to tell you that the form has already been submitted, at least it may put your mind at ease.

Alternatively call

Try these numbers
0800 977 7337
0800 587 4005

[TBoo]

Awesome, thanks @jonesie

I’ll leave it a bit longer before calling, mine isn’t exactly a major league problem and I wouldn’t want to block up the lines for someone in a more serious situation.

Stay safe and thanks 🙏

[TBoo]

Just FYI for anyone else with an issue with their PAC code... after 2 weeks and my number still not changing over I finally relented and called O2. Turns out they have a known issue with online requests transfer a number across using a PAC code. With the exception of this issue, O2 advised that it will still only take 24-48 hours to transfer a number... i.e the normal transfer times advised on the website.

For who signs/has signed up online and doesn’t have their number switched within the usual stated time frame, give O2 a call rather than waiting on it.

Took me around 30 minutes total to get through to someone and get the request to keep my number re-sent and less than 24 hours for my number to switch after my call 🙂

[jonsie]

Good to hear @TBoo