Charles, 14 Feb. 2025 , 08:09pm
👎 No

O2 Virtual Assistant, 14 Feb. 2025 , 08:09pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 14 Feb. 2025 , 08:09pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Charles, 14 Feb. 2025 , 08:10pm
07502300786

O2 Virtual Assistant, 14 Feb. 2025 , 08:10pm
[Rich Content]
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Charles, 14 Feb. 2025 , 08:10pm
Billing & Payments 💷

O2 Virtual Assistant, 14 Feb. 2025 , 08:10pm
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Charles, 14 Feb. 2025 , 08:10pm
Billing Issue

O2 Virtual Assistant, 14 Feb. 2025 , 08:10pm
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Charles, 14 Feb. 2025 , 08:10pm
None

O2 Virtual Assistant, 14 Feb. 2025 , 08:10pm
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 14 Feb. 2025 , 08:10pm
[Rich Content]
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Charles, 14 Feb. 2025 , 08:10pm
Bill higher than expected

O2 Virtual Assistant, 14 Feb. 2025 , 08:10pm
There are a few reasons your bill could be higher that you were expecting.  
  
Lets work it out together.
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O2 Virtual Assistant, 14 Feb. 2025 , 08:11pm
[Rich Content]
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Charles, 14 Feb. 2025 , 08:11pm
None of these

O2 Virtual Assistant, 14 Feb. 2025 , 08:11pm
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Charles, 14 Feb. 2025 , 08:11pm
First bill

O2 Virtual Assistant, 14 Feb. 2025 , 08:11pm
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Charles, 14 Feb. 2025 , 08:11pm
I'm not sure

O2 Virtual Assistant, 14 Feb. 2025 , 08:11pm
With both our contract options your first bill will be pro rata, which means that we’ll charge you for one full month’s airtime, as well as any airtime you use in those first few days before your billing cycle starts.
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O2 Virtual Assistant, 14 Feb. 2025 , 08:11pm
Your next bill will be pro rata and might include a charge from your old tariff or Airtime Plan.  
  
If you're on O2 Refresh we split your bill in two, so you’ll see two payments each month:  
1. Device Plan - the cost of your phone or tablet  
2. Airtime Plan - the monthly cost of your data, minutes and texts  
Both payments will come out of your account on the same day.
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O2 Virtual Assistant, 14 Feb. 2025 , 08:11pm
The best way to keep an eye on your bill is to use My O2.  
You can see what you’ve been charged for, when to pay and how to pay.
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O2 Virtual Assistant, 14 Feb. 2025 , 08:11pm
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O2 Virtual Assistant, 14 Feb. 2025 , 08:11pm
For information about extra charges that might appear on your bill, take a look at our 'Charges on your bill' page.
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O2 Virtual Assistant, 14 Feb. 2025 , 08:12pm
[Rich Content]
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O2 Virtual Assistant, 14 Feb. 2025 , 08:12pm
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Charles, 14 Feb. 2025 , 08:12pm
👎 No

O2 Virtual Assistant, 14 Feb. 2025 , 08:12pm
[Rich Content]
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Charles, 14 Feb. 2025 , 08:12pm
Speak to an Expert

O2 Virtual Assistant, 14 Feb. 2025 , 08:12pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 14 Feb. 2025 , 08:12pm
[Rich Content]
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Charles, 14 Feb. 2025 , 08:12pm
It’s about my Account

O2 Virtual Assistant, 14 Feb. 2025 , 08:12pm
Thanks! 🙏
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O2 Virtual Assistant, 14 Feb. 2025 , 08:12pm
Please can you confirm your full Name
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Charles, 14 Feb. 2025 , 08:12pm
Charles Polson

O2 Virtual Assistant, 14 Feb. 2025 , 08:13pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Charles, 14 Feb. 2025 , 08:13pm
Yes

O2 Virtual Assistant, 14 Feb. 2025 , 08:13pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 14 Feb. 2025 , 08:13pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 14 Feb. 2025 , 08:19pm
Hi Charles, and good evening! I appreciate you contacting O2. My apologies for the wait.  
  
I see that you want to discuss a higher bill.  
Upon checking I have found that your bill is same as of the previous one.  
  
Can you please let me know what exactly you need help with?
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Charles, 14 Feb. 2025 , 08:19pm
Please apply NHS discount

Soaif Ali, 14 Feb. 2025 , 08:21pm
Depending on your tariff you are eligible for: If 3GB or more, you get a 25% discount off on airtime. If less than 3GB, you get a 15% discount off on airtime. You’ll need to request it within 28 days of the start of your O2 Refresh contract. Your Device Plan (the monthly cost of your device) isn’t included in the offer. And you won’t be eligible for the offer if you bought your phone through a third party. You can sign up by visiting [https://www.o2.co.uk/open](https://www.o2.co.uk/open) and sign into your My O2 account. You could either you could use the Work Email or use Pay slip registration.  
  
  
A) Work email registration:  
  
1. You need to enter your company email address.  
2. We will send you an email with a verification link.  
3. Once you click on the link, it will direct you to the O2 open website to apply the discount.  
  
B) Pay slip application:  
  
1. Once you enter your National Insurance Number, you will need to upload a copy of your pay slip and update your personal email address.  
2. The page will then display a message confirming that you have successfully registered and that it will take up to 3 working days to approve the pay slip.  
3. Once the pay slip has been reviewed, an email will be sent to your personal email account with a link to the O2 open website.  
4. This link will take you back to the O2 Open page and will confirm if the discount has been successfully applied or not. If it has not been applied, it will give you a break-down of the reason for rejection.  
5. You just need to follow the above process to apply the discount. If it gets rejected, please connect with us on chat or call us on our 202.  
  
For more details on the discount, you can also refer the following link : [[https://www.o2.co.uk/open)](https://www.o2.co.uk/open](https://www.o2.co.uk/open)](https://www.o2.co.uk/open)  
  
Have we covered everything you needed assistance with?
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Charles, 14 Feb. 2025 , 08:23pm
I have now phoned several times to sort this out.  
As I am disabled this is difficult for me.  
I was told when I took out the contract to phone up ( which I have done ) and it would be applied.  
I would really like someone to help me with this

Soaif Ali, 14 Feb. 2025 , 08:29pm
Charles, if you find it difficult to access any of our services due to a disability, you may find it helpful to register for our Access For You service.  
  
Once registered, we can ensure that we tailor our services to you each time you contact us.  
This means you only have to tell us about your requirements once.  
  
If you think you’d benefit from the Access For You service, please let me know and I’ll register you.  
  
A member of our Access For You Team will then contact you.  
  
You can visit the below link to place the request.  
[https://www.o2.co.uk/access-for-all/support-request-form](https://www.o2.co.uk/access-for-all/support-request-form)
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Charles, 14 Feb. 2025 , 08:31pm
I have messaged them and they said they don’t answer queries regarding discounts and reimbursements

Act as Soaif Ali and suggest the next best response saying, instead you can ring our voice team on 202 and get this done. Response should be acknowledging and empathetic