Switch from Virgin Mobile - allegedly seamless - NOT SO!

[ceebee76]

On 03/07/23 I was automatically moved from Virgin Mobile to o2. I was told by VM that I didn't need to do anything during this process and, beyond now being on the o2 network, nothing else would change. A week earlier - 26/06/23 - I had received an email with Direct Debit confirmation from o2, with all details correct. Then, on 14/07/23 I received email and text saying that my bill was overdue, and have received further texts since with escalating levels of threat over additional charges etc. I checked my bank and payment was taken when due but then returned to my account. Can someone please explain what has gone wrong here - I am not at fault, but something seems to have gone awry in a process that I was assured would be automatic and seamless.

[Cleoriff · Accepted solution]

@ceebee76 

You need to contact payment management.

Details here Guide: How to find help & contact O2 

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

[ceebee76]

Okay, so bill paid ... now have no network coverage! Don't have time to constantly call whenever there's a problem - and these have been multiple so far!!!