Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic 

Matthew, 29 Dec. 2024 , 08:26am
Hello

O2 Virtual Assistant, 29 Dec. 2024 , 08:26am
Thanks for messaging with O2.
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O2 Virtual Assistant, 29 Dec. 2024 , 08:26am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Matthew, 29 Dec. 2024 , 08:26am
07544930132

O2 Virtual Assistant, 29 Dec. 2024 , 08:26am
[Rich Content]
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Matthew, 29 Dec. 2024 , 08:26am
Something Else ❔

O2 Virtual Assistant, 29 Dec. 2024 , 08:26am
[Rich Content]
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Matthew, 29 Dec. 2024 , 08:27am
Something Else ❔

O2 Virtual Assistant, 29 Dec. 2024 , 08:27am
[Rich Content]
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Matthew, 29 Dec. 2024 , 08:27am
Pay Monthly

O2 Virtual Assistant, 29 Dec. 2024 , 08:27am
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, 29 Dec. 2024 , 08:27am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 29 Dec. 2024 , 08:27am
[Rich Content]
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Matthew, 29 Dec. 2024 , 08:27am
It’s about my Account

O2 Virtual Assistant, 29 Dec. 2024 , 08:27am
Thanks! 🙏
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O2 Virtual Assistant, 29 Dec. 2024 , 08:27am
Please can you confirm your full Name
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Matthew, 29 Dec. 2024 , 08:27am
Matthew brice

O2 Virtual Assistant, 29 Dec. 2024 , 08:27am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Matthew, 29 Dec. 2024 , 08:28am
Yes

O2 Virtual Assistant, 29 Dec. 2024 , 08:28am
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], 29 Dec. 2024 , 08:29am
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, 29 Dec. 2024 , 08:30am
Hi Matthew, and good morning! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 account. Please share your query in detail. If you have multiple questions, listing them all together would be very helpful.
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Matthew, 29 Dec. 2024 , 08:32am
Hello, i am really concerned and not slept well at all. I spoken to a member of your team yesterday. They said i have a promise to pay on my account for the 31st. Inhave received messages and emails this morning now part restrictions are being putnon my phone lines. But inwas told nothing would happen before the 31st when u can clear the balances

Soaif Ali, 29 Dec. 2024 , 08:43am
Matthew, I’m truly sorry to hear that you're feeling this way and that you haven't slept well.  
I have also not slept well today, so I can understand your emotions right now.  
  
I do see that the last advisor has mentioned that there is a promise to pay on your account.  
  
Please ignore any payment reminders, it's common whenever you setup a promise to pay.  
  
You are just being restricted to use out of bundle services.  
  
Let me know if there is anything else I may assist you with?
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Matthew, 29 Dec. 2024 , 08:44am
So you can assure me both lines will carry on working normally, and that full restrictions will not be placed on my account at all. Is that guaranteed?

Matthew, 29 Dec. 2024 , 08:46am
I am concerned i will wake up tomorrow with full restrictions and not be able to contact anyone

Soaif Ali, 29 Dec. 2024 , 08:48am
Yes, your outbound calls won't be restricted until 10th of Jan.  
  
If you are planning to pay your bill after 10th while keeping your services active, I would suggest to arrange a promise to pay.  
  
All you need to do is get in touch with our dedicated Payments Management Team who will be able to take appropriate actions on your account to delay the payments. You'll have to get in touch with them on 202 free from your O2 number or 0344 8090 202 from landline. They are available Mon to Fri - 8am to 9pm, Sat - 8am to 8pm, Sun - 8am to 6pm. They will be in a better position to provide the correct support and help you need to make payments moving forward.  
  
To make it easier for you  
You can press * or 2 twice to speak to a customer service advisor. If you are unable to ring then you can switch your phone off and back on again and it will work.  
  
I wish I could do this by myself, but don't have any options to do so.  
Thanks for understanding.  
  
Certainly, before you go, is there anything else I can help you with?
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Matthew, 29 Dec. 2024 , 08:51am
So you can see the promise to pay on my account for the 31st?  
My lines will remain fully active until that date?  
And u can see i did make a part payment last week?

Soaif Ali, 29 Dec. 2024 , 09:10am
The promise to pay which was mentioned by previous advisor, isn't setup on your account while I checked.  
  
But even if you don't setup it, you will be able to use the services till 10th of Jan.
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Matthew, 29 Dec. 2024 , 09:10am
Y have i been told it has been?

Soaif Ali, 29 Dec. 2024 , 09:26am
I understand your frustration, Matthew, and I'm truly sorry for any confusion caused. It must be incredibly stressful to navigate this situation, especially after being reassured by another advisor.  
  
In the meantime, I can confirm that your services will remain active until the 10th of January, regardless of the promise to pay status. I appreciate your patience as I look into this for you.  
  
Thank you for bearing with me! Is there anything specific you would like me to focus on while I check further details?
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Matthew, 29 Dec. 2024 , 09:30am
But I was told

Matthew, 29 Dec. 2024 , 09:36am
I am having a panic attack now

Matthew, 29 Dec. 2024 , 09:39am
I have been told constantly over the past weeks that a promise to pay was set up on my account. Now after receiving messages im told it not.

Matthew, 29 Dec. 2024 , 09:44am
And you are saying the 10th. U colleague said it would be 7 days. I need this sorted right now its making me ill

Soaif Ali, 29 Dec. 2024 , 09:56am
Matthew, I'm truly sorry to hear that you're feeling this way, and I want to assure you that I’m here to help. I completely understand how distressing this situation has been for you, especially when you’ve received conflicting information.  
  
Let’s work together to sort this out. While I can confirm that your services should remain active until at least the 10th of January, I understand that you were led to believe there was a promise to pay in place.  
  
In the meantime, please take a few deep breaths and let me know if there’s anything specific you’d like me to do or any other questions you might have.  
  
Your peace of mind is important to me, and I want to ensure we get this sorted for you as quickly as possible.
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Soaif Ali, 29 Dec. 2024 , 10:03am
I hope we have not caught you at an odd time. I do not mean to haste you, just checking if you have any further questions regarding your query? Please let me know.
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Matthew, 29 Dec. 2024 , 10:05am
I need the promise to pay to be set up

Matthew, 29 Dec. 2024 , 10:06am
Can u talk to the payment management team and get this set up? I don't understand y i have been told constantly that it has

Soaif Ali, 29 Dec. 2024 , 10:14am
If you want to setup a promise to pay, please call the payment management team on 202.  
I am sorry but we can't call them, as we aren't able to make any outbound calls.  
  
I can understand that you would be looking to get your issue resolved at the earliest.  
You can connect with us tomorrow between 9:00 am to 5:00 PM and we can get you connected to them over the messaging platform.  
  
Currently, the team is not available over messaging.
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Matthew, 29 Dec. 2024 , 10:15am
Whats there phone number. U might restrict me.over night

Matthew, 29 Dec. 2024 , 10:16am
Indef wont be restricted between now and tomorrow