top up!

[arthur4]

I topped up my spare mobile phone 6 days ago with £10 now making thew total £15 and a few pence.

I very rarely use this phone and usually only top it up a couple of times a year. I top up online using My o2

However I tried to use it today and found the phone had not money on it ?? The balance on my O2 is now £0.43 how is this possible what would cause this to happen?? I am a bit concerned about topping up again.

Has anyone any ideas as to what caused this or any information as to who could help solve this.

Many thanks

[pgn]

A couple of possibilities, @arthur4 -

1. O2 will cancel a PAYG phone number if it does not make at least one chargeable call every 6 months;

2. Your phone is using a Big Bundle PAYG tariff, where all credit is used to pay for a month's planned use:

Your renewal date

When we deduct the first month's payment for your Big Bundle, you'll get your inclusive monthly allowance, which will be valid up until midnight the day before your renewal date - one calendar month later.

On your renewal date, we'll attempt to deduct payment from your balance, and if successful, you will get your new inclusive monthly allowances. If you don't have enough balance, then you will not get a new set of allowances and our standard rates will apply. You will need to top up the right amount so that we can deduct payment and give you another month's allowance. When this happens your allowance will be valid up until midnight of the day before your new renewal date - one calendar month later.

https://www.o2.co.uk/help/pay-as-you-go/big-bundles

If you were on PAYG Classic, now a legacy tariff, I suspect O2 may have disabled it (balance should be zero and phone out if service)

As nobody here can access you O2 account, you are going to have to call 4445 or 

From a landline

0344 8090222

to find out what is afoot. 

Be prepared to be pressured to move to a contract, but if you are happy with PAYG for the low use handset, and can make a chargeable call (eg to a non-UK number or one of the paid-for options in the new 2025 charges table below at least once every 6 months, stick to your guns and do not be persuaded to move to contract (O2 sales team get a bonus for any contract they sell). Good luck, @arthur4.

Pay As You Go Service numbers, access charges and international calls​ from January, 2025

Voice call charges Pay As You Go

084/087 Access Charge	65p per minute
09 Access Charge	65p per minute
118 Access Charge	65p per minute
05	Up to 75p per minute
076	Up to 65p per minute
07 non-mobile and call forwarding services	66p per minute
0800 / 0808	Free
Directory Enquiries (118402)	£1.50 per minute
UK to Ireland	19.5p per minute
UK to EU destinations	19.5p per minute
UK to Isle of Man, Jersey, Guernsey	55p per minute
UK to All other destinations	£1.50 per minute

[Enlli]

O2 are having problems on top ups not being applied.

Use the numbers given to contact them

Be prepared for the hard sell trying to get you onto contract 

[pgn]

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@Enlli wrote:

O2 are having problems on top ups not being applied.

Use the numbers given to contact them

Be prepared for the hard sell trying to get you onto contract 

---

I believe the issue re "top-ups" is with those on PAYG Rolling Plans, mainly, @Enlli - where payment from the registered card is not being taken by O2 on the day it is due, probably not relevant in @arthur4's case.

Pay As You Go: Introducing "Rolling Plans" 

O2 are investigating that issue, if not already addressed (I have not looked at the issues hitting the Forum yet today).

[MI5]

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@arthur4 wrote:

I topped up my spare mobile phone 6 days ago with £10 now making thew total £15 and a few pence.

I very rarely use this phone and usually only top it up a couple of times a year. I top up online using My o2

However I tried to use it today and found the phone had not money on it ?? The balance on my O2 is now £0.43 how is this possible what would cause this to happen?? I am a bit concerned about topping up again.

Has anyone any ideas as to what caused this or any information as to who could help solve this.

Many thanks

---

We need to know what tariff you are on @arthur4 

Without knowing that, it's just guesswork.

[pgn]

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@MI5 wrote:

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Without knowing that, it's just guesswork.

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Bit like O2 CS through-and-through these days, nothing new there 😯

[Oxonian]

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@pgn wrote:

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I believe the issue re "top-ups" is with those on PAYG Rolling Plans, mainly, @Enlli - where payment from the registered card is not being taken by O2 on the day it is due, probably not relevant in @arthur4's case.

Pay As You Go: Introducing "Rolling Plans" 

O2 are investigating that issue, if not already addressed (I have not looked at the issues hitting the Forum yet today).

---

My understanding @pgn with Rolling Plans is that payment is being taken on the day it is due, but is not then being credited to the customer's account. There have certainly been a number of posts that have expressly mentioned the payment being debited from the card linked to the account but the user being disconnected. 👍