How do I pay off my o2 device plan?

[Fredy]

Hello 👋🏻

How do I pay off my o2 device plan? And please I beg DO not tell me to call the customer service on whatever number. 

I have called them about 5 times and they won't take any payment from me over the phone. 

I don't want to leave O2 but I want to pay off my device plan.

I don't want to upgrade or get a new device.

I visited my local O2 store today and the poor souls working there, tried in vain to help me. They even called the O2 help and support number themselves. I was inside the shop for over 3 hours. The manager kept saying that it will all be solved. Nothing was solved. How do I pay off my device plan ????

Many thanks 

[jonsie · Accepted solution]

This looks like something you’d need to call O2’s customer service team about – give them a call on 202  or 0344 809 0202

Use the specific Payment management number  0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[pgn]

Community guide here: Guide: Cancelling Your Contract and O2 help here: https://www.o2.co.uk/help/account-and-billing/leaving-o2

The O2 advice is to call them, as @jonsie wrote above. So it goes.

08:15 UK time weekdays is usually a good time, @Fredy.

[MI5]

@Fredy 

I'm not sure why you can't get anyone to take payment.

Maybe @O2Sarah- can advise in the morning?

[Fredy]

I have called and called and called...the team at the O2 store called and called and called....I spent over 5 hours from Sunday AM to Sunday PM between calling myself and the store.

They kept passing on the call to loads of different departments and finally hanged up every single time..

Please I need solutions here..

[Fredy]

I was told they can't accept payments over the phone as they are not allowed.

O2 store called the various numbers and departments and the manager of the store was told the same I was told. They don't take any payments over the phone 

I was told if I want to leave O2 then they can get the payment over the phone. But if I only want to pay the device then NO. 

[O2Sarah-]

Thanks for the tag @MI5 

@Fredy 

The best way to pay off the device plan would be over the phone. You would need to speak to someone in our retention's team as they are the only team who can take the payment. Sorry to hear you have had difficulty with this so far. 

[Fredy]

@O2Sarah- 

I've been on the phone for hours. Not just me, your colleagues at Ealing store in London. They have called and called, they asked to speak to the retention team but was told they don't take payments over the phone. Your colleagues at Ealing Store London were so frustrated.

How can you help me? There must be a way for you to help me 

[gmarkj]

Based on the advice from Sarah you need to speak to retentions.

Try calling at 8am (or as close to it as you can) @Fredy .

Use either the 202 or 0800 number given above.

Failing that make a complaint using the link below - Resolver seems to get results fairly quickly.

https://www.o2.co.uk/how-to-complain 

[Fredy]

Hello, 

@O2Sarah- just an update. I managed to pay my device in full. However, the staff is not trained to take payments over the phone, not even the retention team and the person I spoke to said they are getting trained but it's taking a long time..

All solved but what a horrible experience!