Upgrade account confusion

[Alison74]

Hi, I’ve upgraded my phone and chose a new custom contract. This began yesterday. It’s unlimited data etc, 5g with the first 6 months of the device plan free.

when I log into the O2 app it’s showing that I am now on a “pay as you go” tariff and need to pay £38 for the device and buy bolt ons because I have no data. 
logging in to my 02 via the web shows the correct plan.

Turning off the WiFi appears to show that I have data.

Can anyone shed some light on this?! 
Thanks! 

[MI5]

@Alison74 

Try deleting app, reboot phone and reinstall.

Sometimes it can take a few days to catch up though.

For continued issues, contact O2 Guide: How to find help & contact O2 

[Alison74]

Thanks, another question- I think the £38 refers to the monthly air time bill for my old handset (due on May 2nd) so I’m assuming that I need to pay that final amount and then that account will be closed?

Also, overnight I received a text saying my 5g bolt on had been removed - I haven’t asked for it to be removed and 5g is included in my new plan. It’s all a bit confusing! 

[Cleoriff]

@Alison74 

As customers like yourself we have no access to your account.

You really need to contact O2 in the link given above by @MI5 

[MI5]

@Alison74 

The text about the bolt on removal is normal, it just means your tariff has changed but 5g will be added to the new tariff automatically.

If you weren't asked to pay the outstanding device fee upfront, it will be added to your next bill.

[Alison74]

Thanks MI5, you’ve been super helpful! 

[MI5]

Welcome @Alison74