O2 adding an extra error

[Gerard2]

I seem to have a problem in adding my extra "Disney +". 

I tried to add it but I don't seem to be able to "activate it". In my O2 account, it says "you must activate your extra before you can use it". Then when I try to click on "Activate this extra", it goes straight to "O2 error 404. Oops we can't find the page you are after". 

I tried to contact O2 but they say that the Disney + has been selected but they don't seem to be able to activate it from their side. When I read online apparently I am supposed to receive an email once it has been activated  with the instructions on how to redeem the 6 months free but I haven't receive it, I guess because I don't seem to be able to activate it. 

I seem to be stuck and O2 over the phone don't seem to be able to help out. I hope someone in similar position has found the answer. 

Thanks. 

[MI5]

@Gerard2 

Guide here Guide: Adding and removing O2 Extras  

Try on mobile using O2 data

[Gerard2]

Thanks. 

I saw that post earlier but it does not apply to me since I never managed to activate the extra so I never received the email. Regarding removing an extra, same thing, all I can see is "activate your extra". I tried both on my laptop and on my phone and same result. 

[MI5]

@Gerard2 

This is a customer to customer community, not O2.
You need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 020

[Pamela12121]

I’m having the exact same problem, when I called yesterday the girl told me it was active and to set up my Disney account, Im

mow paying for Disney plus after she said I wouldn’t get charged. I can’t get help with this at all, absolute disgrace.

[Cleoriff]

@Pamela12121 

You shouldn't be paying for it at all.

You have to persevere with O2 All numbers in this guide Guide: How to find help & contact O2 They have to check your account.

If you aren't successful via this route and you don't want to pay for Disney then use this guide to cancel

Guide: Adding and removing O2 Extras  

[Oxonian]

@Pamela12121 

But if you are not successful and you cancel Disney as per the guidance of @Cleoriff, you are then missing out on your free Disney. As such, you might want to make a formal complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

I suggested that you persevere with O2's Customer Services and only make a complaint as a last resort because, from the time that you complain, Customer Services might refuse to interact further with you.

If you do complain, please see Resolver in the first link as they have a reputation for facilitating satisfactory outcomes.