Sharna, 27 Feb. 2025 , 03:56pm
Hi

O2 Virtual Assistant, 27 Feb. 2025 , 03:56pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 27 Feb. 2025 , 03:56pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Sharna, 27 Feb. 2025 , 03:56pm
07592170843

O2 Virtual Assistant, 27 Feb. 2025 , 03:56pm
[Rich Content]
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Sharna, 27 Feb. 2025 , 03:59pm
Billing & Payments 💷

O2 Virtual Assistant, 27 Feb. 2025 , 03:59pm
[Rich Content]
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Sharna, 27 Feb. 2025 , 04:00pm
Monthly payments

O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
[Rich Content]
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Sharna, 27 Feb. 2025 , 04:00pm
I can't make my payment

O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
[Rich Content]
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Sharna, 27 Feb. 2025 , 04:00pm
Something else

O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
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, 27 Feb. 2025 , 04:00pm
[Rich Content]
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Sharna, 27 Feb. 2025 , 04:00pm
👎 No

O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
[Rich Content]
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Sharna, 27 Feb. 2025 , 04:00pm
Speak to an Expert

O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
[Rich Content]
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Sharna, 27 Feb. 2025 , 04:00pm
It’s about my Account

O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
Thanks! 🙏
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O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
Please can you confirm your full Name
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Sharna, 27 Feb. 2025 , 04:00pm
Sharna rose manning

O2 Virtual Assistant, 27 Feb. 2025 , 04:00pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Sharna, 27 Feb. 2025 , 04:00pm
Yes

O2 Virtual Assistant, 27 Feb. 2025 , 04:01pm
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], 27 Feb. 2025 , 04:01pm
You are now connected to Ketan, 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 Ketan will be replying in a few minutes.
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Sharna, 27 Feb. 2025 , 04:03pm
Sort out the number ending on 9007 last night put the account on hold and now ive had restrictions put back on

Ketan, 27 Feb. 2025 , 04:08pm
Good Afternoon Sharna, I appreciate your patience whilst getting connected to me, I’m really sorry for the delay in replying to you. Thank you for reaching out to us regarding the restrictions placed on your account. I understand how concerning it can be when facing such issues, and we're here to provide guidance and support.  
  
Upon reviewing your account, we can see that there is a balance of £132.19, which has resulted in restrictions being placed on your phone. We understand that you would like to defer and reschedule this payment.  
  
Unfortunately, as part of the Customer Services team, we are unable to manage payment deferrals and rescheduling directly, particularly when a balance is brought forward on your account. However, our Payments Management Team is dedicated to assisting you in finding a suitable solution for your situation.  
  
To contact our Payment Management Team, please call them at 0800 902 0217. Their opening hours are as follows:  
  
Monday to Friday: 8am to 8pm  
Saturday: 8am to 6pm  
Sunday: 9am to 6pm  
  
I sincerely apologize for the inconvenience this may have caused. While we aim to provide the best support possible through our messaging service, there are limitations to what we can do in terms of setting up payment plans and removing restrictions from accounts with outstanding balances.  
  
If you don't have access to a phone at the moment, you may consider borrowing one from friends or family to reach our Payment Management Team. Alternatively, you can also contact them using a payphone.  
  
I truly appreciate your understanding and cooperation in this matter. If you have any further questions or concerns, please feel free to reach out to us, and we'll do our best to assist you.
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Sharna, 27 Feb. 2025 , 04:10pm
I’ve set up a extension on my account already

Ketan, 27 Feb. 2025 , 04:14pm
I understand that you've already set up an extension on your account and are still facing restrictions. I genuinely apologize for the inconvenience and frustration this has caused. We recognize the importance of having uninterrupted access to your phone services.  
  
Please note that since the promise to pay has been arranged with our Payments Management Team, they are the only ones with the necessary access to remove the restrictions on your account. I kindly request that you contact them directly so they can assist you in resolving this matter.  
  
To reach our Payments Management Team, please call them at 0800 902 0217. Their opening hours are as follows:  
  
Monday to Friday: 8am to 8pm  
Saturday: 8am to 6pm  
Sunday: 9am to 6pm  
  
We truly appreciate your patience and cooperation in this matter. Our Payments Management Team will be more than happy to help you lift the restrictions and ensure that your phone services are restored as quickly as possible.  
  
Please don't hesitate to reach out to us if you have any further questions or concerns. We're here to assist you in any way we can.
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Sharna, 27 Feb. 2025 , 04:14pm
But when ring that doesn’t give me option speak to someone just asks me pay for my bills

Ketan, 27 Feb. 2025 , 04:21pm
I apologize for any confusion regarding the phone menu options when calling our support team. I understand that navigating through these options can sometimes be challenging, and I'm here to help guide you through the process.  
  
To reach our Payments Management Team, please follow these steps when calling either 202 from your O2 mobile (free) or 0344 809 0202:  
Select the reason for your call.  
  
After hearing the main menu options, stay silent for about 15 seconds to proceed to the keypad options.  
Press "2" for "Everything Else."  
Press "5" for "More Options."  
Press "7" for "Anything Else."  
  
This will connect you to a member of our Support Team who can assist you to get your conversation transferred to payments management team and removing the restrictions on your phone.  
  
They are available during the following hours:  
Monday - Friday: 8am - 9pm  
Saturday: 8am - 8pm  
Sunday: 8am - 6pm  
  
We truly appreciate your patience and understanding while resolving this issue. Our Payments Management Team is dedicated to providing you with the best possible support and ensuring your satisfaction as a valued O2 customer.  
  
Please feel free to reach out if you need any further assistance or have additional questions. We're always here to help.
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Ketan, 27 Feb. 2025 , 04:27pm
Hi Sharna, I hope I’m not disturbing you, wanted to check if is there anything else I could help you with please?
[Sent]

O2, 27 Feb. 2025 , 04:33pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 27 Feb. 2025 , 04:33pm
[Rich Content]
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Sharna, 27 Feb. 2025 , 04:50pm
Yes, continue ✔️

O2, 27 Feb. 2025 , 04:50pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Received]

Info [Automated], 27 Feb. 2025 , 04:50pm
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.
[Received]

Act as Soaif Ali and suggest the next best response saying, To reach our Payments Management Team, please follow these steps when calling either 202 from your O2 mobile (free) or 0344 809 0202:
Select the reason for your call.

After hearing the main menu options, stay silent for about 15 seconds to proceed to the keypad options.
Press "2" for "Everything Else."
Press "5" for "More Options."
Press "7" for "Anything Else."

This will connect you to a member of our Support Team who can assist you to get your conversation transferred  to payments management team and removing the restrictions on your phone. . Response should be acknowledging and empathetic