New bundle not working

[Lisa31]

Ordered a new sim with special offer 14GB for £10 a month.  Swapped sim, topped up and only got 7GB!!

And I've been deducted £2 from balance to use Internet today after I've topped up and have a bundle.

Currently searching new provider as this has right royally pi55ed me off this morning!!

[madasaf1sh]

@Lisa31 

The base package is 7Gb which is doubled for 3months and this is applied once you have used your 7GB allowance.

You need to speak to Customer Services about the £2 charge they can be contacted on 4445 or If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) ,

The best thing to do is contact customer services on 4445 or 

[MI5]

@Lisa31 

You have to text to opt in to the rewards offer.

Top up, double up. Ends 22 June.

£10 min top up for all Big Bundles. Your Big Bundle tariff value is the minimum monthly credit balance or top up required to activate and renew bundle. Bundle will continue to automatically renew on your bundle renewal date if you have sufficient credit. If bundle does not renew or is consumed, standard charges apply. You can switch bundles once a month to take effect from your bundle renewal date. UK calls/texts to standard UK landlines and mobiles and when roaming in our Europe Zone. Special and out of bundle numbers chargeable. Unused credit not refundable.

Get double data and double rewards for up to 3 months on the £10, £15, £20 and £30 Big Bundles (the “Eligible Bundles”), then reverts to standard data and rewards allowance.

Double Data offer: 3 months double data applied automatically for first-time customers purchasing an Eligible Bundle before 22nd June. Existing customers with an Eligible Bundle must text “DOUBLE” to 2424 from their O2 Pay As You Go phone to activate the offer by 22nd June. Double Rewards will then begin from the following month after receipt of the text message for existing customers. Double Rewards for new customers will start from the date they opt-in to O2 Rewards before 22 June.

Double Rewards offer: new and existing customers with an Eligible Bundle must also be opted into the O2 rewards programme by texting REWARDS to 50202 before 22nd June to be eligible for double Rewards for 3 months. Rewards for existing customers will begin from the following month after signing up to the offer.

Your credit balance must be at least the Big Bundle tariff value on your monthly renewal date for 3 consecutive months to renew bundle and benefit from the offer for 3 months. If you switch to a non-eligible Bundle during the 3 months, you will no longer be part of the promotion and will not get the promotional data allowances once your current Bundle has expired. Ends 22nd June 2022.

[madasaf1sh]

@MI5  Only exisiting customers do, If you buy a double data offer sim from o2 it is auto enrolled. 

The T&C's state this:

2. For new customers, the Double Data will be applied automatically when making a Qualifying Purchase.

[MI5]

Double Rewards for new customers will start from the date they opt-in to O2 Rewards before 22 June.

Double Rewards offer: new and existing customers with an Eligible Bundle must also be opted into the O2 rewards programme by texting REWARDS to 50202 before 22nd June to be eligible for double Rewards for 3 months.

[madasaf1sh]

Doesnt say you have to opt into Rewards on the Shop pages or the terms and conditions. 

 
Double Rewards is the cashback you get for topping up, it was 5% and if you opt in to double rewards you get 10% 

The 2 offers are not linked. 

[MI5]

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@madasaf1sh wrote:

Doesnt say you have to opt into Rewards on the Shop pages or the terms and conditions. 

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It does. I quoted it above, twice.

[madasaf1sh]

Think you are confusing the rewards offer which is opt-in as per the rules of the rewards scheme and the double data is applied at point of purchase as per the t&c

https://www.o2.co.uk/termsandconditions/rewards/pay-as-you-go-double-data-terms-and-conditions

1. Eligible Customers who make a Qualifying Purchase (a ‘Participant’) will get double the amount of the standard data allowance for the tariff (the ‘Offer’) and double the amount of the standard O2 Rewards for up to 3 months.

2. For new customers, the Double Data will be applied automatically when making a Qualifying Purchase.

AKA You buy the sim card from o2 with a 7GB Data Allowance it is automatically enrolled to get 14GB for 3 months you dont need to opt into anything - the t&C 's and the info on the shop are quite clear..

3. Existing customers must text DOUBLE to 2424 from their O2 Pay As You Go phone to opt in to the Double Data Offer. The Offer will continue for up to 3 months or when the Qualifying Purchase is superseded, switched to an ineligible tariff, changed, cancelled, withdrawn or expires, whatever happens first, after which Participants will no longer be part of the promotion and will not get the Offer once the current Big Bundle has expired.

[MI5]

Again, Double Rewards for new customers will start from the date they opt-in to O2 Rewards before 22 June.

[madasaf1sh]

Again Double Rewards is the Cashback... 

@Martin-O2 @RafaC @lewys-gp  

Can we get the official answer from o2, as that will save us both assuming different things and confusing the Op