Stephen, 21 Feb. 2025 , 06:33pm
I need help

O2 Virtual Assistant, 21 Feb. 2025 , 06:33pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 21 Feb. 2025 , 06:33pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Stephen, 21 Feb. 2025 , 06:33pm
07818690740

O2 Virtual Assistant, 21 Feb. 2025 , 06:33pm
[Rich Content]
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Stephen, 21 Feb. 2025 , 06:33pm
Billing & Payments 💷

O2 Virtual Assistant, 21 Feb. 2025 , 06:33pm
[Rich Content]
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Stephen, 21 Feb. 2025 , 06:33pm
Monthly payments

O2 Virtual Assistant, 21 Feb. 2025 , 06:33pm
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Stephen, 21 Feb. 2025 , 06:34pm
Billing Issue

O2 Virtual Assistant, 21 Feb. 2025 , 06:34pm
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 21 Feb. 2025 , 06:34pm
[Rich Content]
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Stephen, 21 Feb. 2025 , 06:34pm
I can't make my payment

O2 Virtual Assistant, 21 Feb. 2025 , 06:34pm
[Rich Content]
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Stephen, 21 Feb. 2025 , 06:34pm
Something else

O2 Virtual Assistant, 21 Feb. 2025 , 06:34pm
Please call our Payment Management team and we'll find a solution that’s right for you  
  
Call 0800 902 0217  
The opening times are:  
Mon to Fri– 8am to 8pm, Sat – 8am to 6pm Sun– 9am to 6pm.
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O2 Virtual Assistant, 21 Feb. 2025 , 06:34pm
[Rich Content]
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Stephen, 21 Feb. 2025 , 06:34pm
👎 No

O2 Virtual Assistant, 21 Feb. 2025 , 06:34pm
[Rich Content]
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Stephen, 21 Feb. 2025 , 06:35pm
Speak to an Expert

O2 Virtual Assistant, 21 Feb. 2025 , 06:35pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 21 Feb. 2025 , 06:35pm
[Rich Content]
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Stephen, 21 Feb. 2025 , 06:35pm
It’s about my Account

O2 Virtual Assistant, 21 Feb. 2025 , 06:35pm
Thanks! 🙏
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O2 Virtual Assistant, 21 Feb. 2025 , 06:35pm
Please can you confirm your full Name
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Stephen, 21 Feb. 2025 , 06:35pm
Stephen Norman

O2 Virtual Assistant, 21 Feb. 2025 , 06:35pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Stephen, 21 Feb. 2025 , 06:35pm
Yes

O2 Virtual Assistant, 21 Feb. 2025 , 06:35pm
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], 21 Feb. 2025 , 06:35pm
You are now connected to Priti, 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 Priti will be replying in a few minutes.
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Priti, 21 Feb. 2025 , 06:36pm
Hello Stephen, thanks for messaging O2. I understand that you are concerned about your bill, could you please elaborate your concern so that I can help you in better way?
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Stephen, 21 Feb. 2025 , 06:37pm
Can you explain why the amount of £117 is due once again on the number 07818690740

Stephen, 21 Feb. 2025 , 06:37pm
Why is it so high

Priti, 21 Feb. 2025 , 06:42pm
Thanks for responding, I am sorry that your bill is higher than expected. I will help you with all details. I can see that you've been charged £38.99 airtime charges for number ending with 740 and device plan of £31.10. Also, you have been charged £7.00 for airtime of Sync-1 and device plan for £11.45 and you've been charged £29.42 for Apple iPhone 13 Pro Max 128GB. So in total you've been charged for £117.96.  
  
I hope I was able to explain you these charges.
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Stephen, 21 Feb. 2025 , 06:43pm
How much more needs to be paid on the iPhone 13 ?

Priti, 21 Feb. 2025 , 06:44pm
I can see that currently settlement for Apple iPhone 13 Pro Max 128GB is £146.98 and the end date for this device plan is 07/07/2025
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Stephen, 21 Feb. 2025 , 06:46pm
This bill and my other number held bill is very much more than i can afford with the 2 accounts its £180

Stephen, 21 Feb. 2025 , 06:47pm
With the cost of living and everything going up this amount is not any more affordable, so what’s my options

Priti, 21 Feb. 2025 , 06:48pm
I am sorry for this situation, you have option to lower your tariff.
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Stephen, 21 Feb. 2025 , 06:48pm
That could help

Stephen, 21 Feb. 2025 , 06:49pm
You will be able to see what is used on both accounts , so if you can look into reducing without it costing me any extra money each money please

Priti, 21 Feb. 2025 , 06:52pm
I will help you with available options for your change your tariff and will help you with average usages. I can see that for number ending with 955 the average data usages is 2.49GB.  
Tariff change options are as below:  
  
Unlimited Data, Unlimited UK Minutes, Unlimited UK Texts, 25GB RLAH Data  
£35.00  
25GB, Unlimited UK Minutes, Unlimited UK Texts  
£26.00  
5GB, Unlimited UK Minutes, Unlimited UK Texts  
£23.00  
1GB, Unlimited UK Minutes, Unlimited UK Texts  
£21.00  
30GB Ultimate, Unlimited UK Minutes, Unlimited UK Texts  
£41.49  
150GB Ultimate, Unlimited UK Minutes, Unlimited UK Texts  
£45.49  
30GB Plus, Unlimited UK Minutes, Unlimited UK Texts  
£29.99  
125GB, Unlimited UK Minutes, Unlimited UK Texts  
£30.00  
150GB Plus, Unlimited UK Minutes, Unlimited UK Texts  
£33.99  
Unlimited Data Plus, Unlimited UK Minutes, Unlimited UK Texts, 25GB RLAH Data  
£38.99
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Stephen, 21 Feb. 2025 , 06:53pm
What would you suggest

Priti, 21 Feb. 2025 , 06:55pm
I can see that currently you're on Unlimited Data Plus, Unlimited UK Minutes, Unlimited UK Texts, 25GB RLAH Data and paying £38.99, as per your data usages you can opt in for 5GB, Unlimited UK Minutes, Unlimited UK Texts £23.00. But with this O2 Travel inclusive zone bolt on will remove from your account.
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Stephen, 21 Feb. 2025 , 06:55pm
Is that if i go abroad ?

Priti, 21 Feb. 2025 , 06:56pm
Yes, you will not able to roam in abroad selected countries without charges.
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Stephen, 21 Feb. 2025 , 06:56pm
Ok thats fine

Priti, 21 Feb. 2025 , 06:57pm
I’d like to share some important information about this tariff change on your account: -  
  
• By changing the tariff, you are agreeing to the tariff terms and conditions.  
  
• Post 25th March 2021 Tariff (RPI Plus):- Your Pay Monthly airtime tariff will be increased in April every year by the Retail Price Index (RPI) rate of inflation announced in the preceding February plus 3.9%. If RPI is negative, we’ll only apply the 3.9%. Your Device Plan payments are not subject to inflation and remain 0% interest. See o2.co.uk/prices for more info.  
  
• Your next bill will be on a pro-rata basis. You will receive a credit for the number of days the old tariff was not applied to your account and you will be charged basis the new tariff from the day it is applied to your account. The next month’s bill will have an advance line rental and would reflect the new tariff. Pro-rata billing only affects the Airtime bill and will not affect the Device Plan.  
  
• You can can use the MyO2 app or text ‘21202’ to monitor your allowances.  
  
• In future, you can also make changes to their tariff or bolt-on using the My O2 app, or My O2 online.  
  
• You'll receive email and text notification after the tariff change is completed.  
  
• You can also refer to this link for more information about Terms and Conditions for Tariff changes:- [https://www.o2.co.uk/termsandconditions/mobile/our-latest-pay-monthly-tariff-terms](https://www.o2.co.uk/termsandconditions/mobile/our-latest-pay-monthly-tariff-terms)  
  
Should I place the tariff change request for number ending with 955?
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Stephen, 21 Feb. 2025 , 06:58pm
Yes

Priti, 21 Feb. 2025 , 06:58pm
Also, just wanted to inform you that the O2 Switch Up bolt on will also get removed from your account, is that okay with you?
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Stephen, 21 Feb. 2025 , 06:59pm
What is that

Priti, 21 Feb. 2025 , 07:00pm
With O2 Switch Up, you can swap your current phone for a new one every 90 days. It doesn’t matter how long you’ve got left on your current contract – we’ll pay it off for you.
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Stephen, 21 Feb. 2025 , 07:00pm
Ok thats fine

Priti, 21 Feb. 2025 , 07:01pm
You'll be glad to know, I have successfully placed the request to change your tariff to 5GB, Unlimited UK Minutes, Unlimited UK Texts £23.00 for the number ending 955. Rest assured,
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Stephen, 21 Feb. 2025 , 07:02pm
Ok ty

Stephen, 21 Feb. 2025 , 07:02pm
What about the other number

Priti, 21 Feb. 2025 , 07:02pm
I can see that for number ending with 740 the average data usages is 2.25GB.  
Tariff change options are as below:  
  
Unlimited Data, Unlimited UK Minutes, Unlimited UK Texts, 25GB RLAH Data  
£35.00  
25GB, Unlimited UK Minutes, Unlimited UK Texts  
£26.00  
5GB, Unlimited UK Minutes, Unlimited UK Texts  
£23.00  
1GB, Unlimited UK Minutes, Unlimited UK Texts  
£21.00  
30GB Ultimate, Unlimited UK Minutes, Unlimited UK Texts  
£41.49  
150GB Ultimate, Unlimited UK Minutes, Unlimited UK Texts  
£45.49  
30GB Plus, Unlimited UK Minutes, Unlimited UK Texts  
£29.99  
125GB, Unlimited UK Minutes, Unlimited UK Texts  
£30.00  
150GB Plus, Unlimited UK Minutes, Unlimited UK Texts  
£33.99  
Unlimited Data Plus, Unlimited UK Minutes, Unlimited UK Texts, 25GB RLAH Data  
£38.99  
  
Which you want to opt in on your account?
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Stephen, 21 Feb. 2025 , 07:03pm
Not sure which one

Priti, 21 Feb. 2025 , 07:04pm
Which one would you prefer?
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Stephen, 21 Feb. 2025 , 07:05pm
Does that have the 90 day on it too

Priti, 21 Feb. 2025 , 07:05pm
Yes, the O2 switch up bolt is active on this number as well.
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Stephen, 21 Feb. 2025 , 07:07pm
So can i keep it on this number if i reduce the tariff

Priti, 21 Feb. 2025 , 07:07pm
I am sorry but the O2 switch up bolt on will get remove once you will change the tariff from plus to other tariff.
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Stephen, 21 Feb. 2025 , 07:09pm
So what happens do you receive a new phone and you send the old one back

Priti, 21 Feb. 2025 , 07:10pm
Do you want to do the switch up now?
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Stephen, 21 Feb. 2025 , 07:10pm
I’m not sure I understand how it works

Priti, 21 Feb. 2025 , 07:11pm
Do you want to change the tariff for number ending with 740 or you wish to stay on same tariff?
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Stephen, 21 Feb. 2025 , 07:11pm
What one would work on the usage

Priti, 21 Feb. 2025 , 07:12pm
Which one you will opt-in for?
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Info [Automated], 21 Feb. 2025 , 07:12pm
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