Andrew, 12 Jan. 2025 , 01:32pm
My usage isnt showing up on my 02 app

O2 Virtual Assistant, 12 Jan. 2025 , 01:32pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 12 Jan. 2025 , 01:32pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Andrew, 12 Jan. 2025 , 01:33pm
07740554230

O2 Virtual Assistant, 12 Jan. 2025 , 01:33pm
[Rich Content]
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Andrew, 12 Jan. 2025 , 01:34pm
Data & Usage 📈

O2 Virtual Assistant, 12 Jan. 2025 , 01:34pm
[Rich Content]
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Andrew, 12 Jan. 2025 , 01:34pm
Proof of usage

O2 Virtual Assistant, 12 Jan. 2025 , 01:34pm
You can download and print a paper copy of your bill from My O2.  
If a copy of your bill isn't enough, please speak to one of our friendly experts.
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O2 Virtual Assistant, 12 Jan. 2025 , 01:34pm
[Rich Content]
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O2 Virtual Assistant, 12 Jan. 2025 , 01:34pm
[Rich Content]
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Andrew, 12 Jan. 2025 , 01:35pm
Pay Monthly

O2 Virtual Assistant, 12 Jan. 2025 , 01:35pm
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 12 Jan. 2025 , 01:35pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 12 Jan. 2025 , 01:35pm
[Rich Content]
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Andrew, 12 Jan. 2025 , 01:35pm
It’s about my Account

O2 Virtual Assistant, 12 Jan. 2025 , 01:35pm
Thanks! 🙏
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O2 Virtual Assistant, 12 Jan. 2025 , 01:35pm
Please can you confirm your full Name
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Andrew, 12 Jan. 2025 , 01:35pm
Andrew judd

O2 Virtual Assistant, 12 Jan. 2025 , 01:35pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Andrew, 12 Jan. 2025 , 01:35pm
Yes

O2 Virtual Assistant, 12 Jan. 2025 , 01:35pm
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], 12 Jan. 2025 , 01:35pm
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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Andrew, 12 Jan. 2025 , 01:36pm
Data usage isnt showing on my 02 app.  
Just says something went wrong

Soaif Ali, 12 Jan. 2025 , 01:36pm
Hi Andrew, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
Can you please let me know what exactly usage you are unable to see on the My O2 app?
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Andrew, 12 Jan. 2025 , 01:37pm
Data usage

Andrew, 12 Jan. 2025 , 01:37pm
Says something went wrong. Data Usage unavailable

Soaif Ali, 12 Jan. 2025 , 01:39pm
Thanks for informing. I see that your unused data is 59.77GB right now.  
  
Can you please try to delete the app and re install it?
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Andrew, 12 Jan. 2025 , 01:45pm
Ok i will try

Andrew, 12 Jan. 2025 , 01:48pm
Still the same

Andrew, 12 Jan. 2025 , 01:55pm
Hello?

Soaif Ali, 12 Jan. 2025 , 01:56pm
Andrew, can you please text ‘21202’ to monitor your allowances, it seems the app is having some issues at the moment - sorry for that.  
  
If you have any other questions or requests, just let me know!
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Andrew, 12 Jan. 2025 , 01:57pm
Its been like that since swapping from pay as you go to monthly

Andrew, 12 Jan. 2025 , 01:57pm
Was told it would start showing when i pay first bill but its still the same

Andrew, 12 Jan. 2025 , 02:03pm
Will it just start showing as it should? Or is there a problem with your app?

Soaif Ali, 12 Jan. 2025 , 02:05pm
I guess there is a problem in the app/server itself, because the pay as you go migration doesn't affect this long.  
  
I am sorry for that. I would request you to please try after some hours to check if the app works fine.
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Andrew, 12 Jan. 2025 , 02:05pm
And if its still the same?

Soaif Ali, 12 Jan. 2025 , 02:10pm
I believe it will be fixed, if not you can reach us we will complete some trouble shooting steps to ensure that the issue is fully resolved.
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Andrew, 12 Jan. 2025 , 02:11pm
Can we do the trouble shooting steps now? As i believe it will still be the same!

Soaif Ali, 12 Jan. 2025 , 02:14pm
Can you please check if your phone software is up to date?  
Also please try to log out from the app and then log in again.
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Andrew, 12 Jan. 2025 , 02:14pm
Ok

Andrew, 12 Jan. 2025 , 02:16pm
Phone is up-to-date and logged out and in. Still the same.  
It also shows a picture of a broken link

Soaif Ali, 12 Jan. 2025 , 02:17pm
Can you please share a screenshot?  
  
Please follow the below mentioned steps to share image on this messaging service:  
On your mobile device, open the Google Photos app.  
Select a photo, album, or video.  
Tap Share.  
Under ‘Share to apps’, select another app to share to. Swipe left to find more apps.  
To create and share a link, tap Create link.  
  
**Note: If you don't have Google Photos app, you will need to download it.**
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Andrew, 12 Jan. 2025 , 02:22pm
https://photos.app.goo.gl/YAD8k9kaTjboXR1z8

Soaif Ali, 12 Jan. 2025 , 02:26pm
I see. Thanks for sharing.  
Can you please try to navigate and see of there's any other tab on which you are able to see the unused data?
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Andrew, 12 Jan. 2025 , 02:31pm
No other tabs show it :(

Soaif Ali, 12 Jan. 2025 , 02:37pm
Andrew, I was unable to see in the screenshot but can you please check if you are able to access Aura on the My O2 app?  
  
If possible please also check, if the data shows up in My O2 online while login in through a desktop.
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Andrew, 12 Jan. 2025 , 02:38pm
It shows up online

Andrew, 12 Jan. 2025 , 02:38pm
Where do i find aura

Soaif Ali, 12 Jan. 2025 , 02:44pm
It was at the bottom, but apparently they have remove it because I can't see it in the screenshot that you have shared.  
  
Are you able to check usage through text method, which I shared above?
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Andrew, 12 Jan. 2025 , 02:44pm
Yes

Andrew, 12 Jan. 2025 , 02:46pm
It just sends me a link to log in online

Act as Soaif Ali and suggest the next best response saying, I am sorry for that. I've just raised this with our back end team.

The level that I have raised this takes up to 5 working days to get things resolved, please don't be surprised of the timescale, they generally gets cases resolved before it.. Response should be acknowledging and empathetic