Notes from Cel · Offline Notepad

To help explain how we work, this is a messaging service rather than an instant live chat. Because of that, our replies can sometimes take a little longer since we take the time to carefully pull up your account information and verify your details so we can give you the most accurate help possible.

PORT IN

I completely get how important it is to have your phone fully working, especially right after moving your number over to us. Being completely cut off from making calls, sending texts, or receiving messages leaves you in a really tough spot, and I will be happy to look into this and get your service sorted out for you straight away. To help me figure out exactly what is happening behind the scenes, could you please confirm if you have received your new SIM card and if it has been activated? It would also be a huge help if you could share the temporary O2 number that came with that new SIM, as well as the mobile number you are wishing to keep.

INSTALL E-SIM

First, log in to the My O2 app using the new phone you want to use. Next, head over to the Accounts tab. From there, look for the Install eSIM banner or the eSIM profile option. Finally, just tap on that banner and follow the simple on screen instructions to complete the setup. To find the account details within the app, the layout can vary slightly depending on your phone's software version, but you can usually find it by tapping on your profile icon or initials, which is typically located in the top-right or top-left corner of the screen. If you don't see a profile icon on your main tabs, try tapping the Settings tab that you mentioned seeing earlier. Quite often, the main Account settings, personal details, and device profiles are grouped right at the very top of the Settings menu.

NUDGE

Hi Ms. , I hope this message finds you well. It looks like you've had to step away, that's ok. I'll hold on for a couple of minutes in case you come back. If not, I'll pop our chat on hold. In case that I don't receive a response in the next few minutes; I will proceed to close this conversation. Thank you for reaching out to us today. We truly appreciate your engagement. Have a great day and keep safe! If you still need help today, just tell the bot "NO" when it asks if we're done, and you'll be connected to another advisor as soon as possible.

COMMAND PROMPT

Acknowledge with empathy and make it more human, highlighting the importance in positive scripting and avoid negative words like frustrating disgusting and make it professionally informal with no dah and hyphen and avoid the word understand as acknowledgement Make it short and very straight forward with respect and just like conversing personally

PAC

Thank you so much for confirming that you've received your PAC and for providing it back to me, I truly appreciate it. Just to keep you informed, your PAC will expire on 7th June 2026. You’ll need to pass this code to your new provider and make sure it’s used within 30 days. If the code is used before 5 PM, your service will switch over on the next working day. Once the PAC is used, your O2 account will be disconnected, and your final bill will be generated 14 days after that. If the code isn’t used, your O2 account and number will remain active and continue to be billed as usual. The My O2 app will not be accessible after disconnection Since your plan is SIM-only and is not in contract there will be no termination fee. Also, you’ll still be responsible for any line rental or out-of-bundle charges up until the date your account is disconnected, or your number is successfully ported out. Thank you so much for your patience and please know we value you as our loyal customer, may I please ask what makes you decide cancelling?

RESTRICTION

I know how important it is to have your phone fully working and connected, and I will be happy to look into this bar for you right away to get things sorted out. I have taken a look at your account and I can see that the restriction is currently in place from our collections team due to an overdue balance. To get this bar completely removed and get your services back up and running, the outstanding amount will need to be settled first. To save you any time waiting on the phone today and for your future reference, you can always log into your MyO2 app to make a quick payment or view your bill whenever it is most convenient for you. Are you able to make that payment to settle the balance today?

SELF SERVE

To make things much easier for you in the future, you can always manage your account anytime through the MyO2 app. It is a really handy tool that lets you view your bills, update your payment details, check your data allowances, and explore new offers whenever you like. USAGE REVIEW I have taken a look at your actual usage over the past six months, and you have been averaging about 13.47GB a month, with your highest usage hitting 17.65GB last February. This means your current 20GB plan actually gives you plenty of breathing room and acts as a great cushion for your day-to-day needs. Your current usage over the last six months shows you average around 13.47GB, peaking at 17.65GB. This means your current 20GB allowance already covers your data needs quite well.

ROAMING ISSUE

I know how important it is to have a working data connection when you are traveling abroad so you can navigate and stay in touch, and I will be happy to look into this and get it sorted out for you right away. Since [PII] is within our Europe Zone, you are completely covered. We are the only major network that has not brought back EU roaming charges, so you can call, text, and use your data just like you would back home in the [PII], with a generous roaming limit of up to 25GB. I have already checked your account from my end and I can confirm that there are absolutely no restrictions or bars stopping your data from working. To help us complete the setup and get you connected since you have already tried toggling airplane mode and switching networks, could you please let me know the make and model of your phone? This will help me give you the exact steps for your specific device to ensure everything starts working smoothly for you. You can call our Pay Monthly customer service team directly by dialing 202 straight from your O2 mobile, which is completely free. If you are calling from a different phone or a landline, you can reach us on [PII] and our team will be ready to help you out straight away. For the future, you can also manage your account without having to wait on the line by using the MyO2 app or visiting our website. It is a really handy way to check your bills, view your data allowance, make quick payments, or browse our latest products whenever it is convenient for you.

REFUND NOT ACTIONED

I completely get why you are reaching out about this, and I would be feeling exactly the same way if I were in your position. When your account is in credit after your contract ends, you naturally want that money back in your bank account as soon as possible, so getting this sorted out for you is my top priority. The reason the money is still sitting there is that final bill refunds actually are not processed automatically on our system, so they just need a manual request from us to get triggered. I will be very glad to get this sorted out and put that request through for you today so we can get your money returned.

SIM ACTIVATION

When a new SIM is inserted, it can sometimes take a little bit of time for the network activation to completely go through, which is likely why your services haven't kicked in just yet. To help me check the status of your activation and get this moving forward, could you please confirm the last three digits of the SSN number printed on your new SIM card? To save you time and skip any queues in the future, you can easily activate a new SIM yourself using a couple of quick methods. You can simply text the word SWAP to 20220 from your mobile, or you can manage it through the MyO2 app. If you prefer using the MyO2 website on a browser, just click My O2 in the top left corner and select Install your SIM under the Your SIM heading. Hello, thanks for messaging O2! My name is Maricel and Conversation ID: Caller’s Full Name (can say acc holder): /Account Holder DPA Status - Pass/Fail: Fully verified via BOT Reason for call: \ Outcome: Contact details updated: N Sale - Simo/SFF/Refresh (include device type): N Price – include any Upfront cost or discounts: N Contract length: N Amount of Data: N Credits Applied: N Complaint (include complaint ref no): N Vulnerable Customer: N SUMMARY

BILL

keeping track of your bills and payments is so important for staying on top of your finances and making sure your services keep running smoothly without any interruptions. I really appreciate you being so proactive about this, and I am more than happy to help you get everything sorted out today. To help me pull up your account and take a look at that bill for you, could you please provide the mobile number in question? PAC I know that wanting to get your PAC code sorted out quickly, especially since you are planning to sign up with Sky today. If I were in your position, I would want a smooth and effortless switch too, so making sure this transition is completely seamless for you is my top priority. We are genuinely sorry to see you leave O2, but I am very happy to help get this fully sorted for you right now. To get your PAC code generated safely and securely, I just need to send a quick one time security code to your mobile number ending in 095. Please go ahead and reply with that security code as soon as you receive it on your phone so we can get everything moving forward for you.

BROKEN

To help clear up exactly what happened with the restriction, I took a look at the account dates for you. It looks like your payment plan agreement was originally set up to be paid on the 26th of May, but the payment was received on the 29th of May. Because the payment arrived after the agreed date, the payment plan was automatically marked as broken by the system, which is what triggered the temporary restriction on your calls and data. CLOSING

Since we have taken care of this together, I just want to make sure everything feels clear for you today. Is there anything else you would like me to go over?

Since everything is now fully sorted, I’ll go ahead and close our conversation here. Thank you so much for reaching out to us today, we truly appreciate your engagement. Have a great day, keep safe, and wishing you all the best!

BOLT ON

I get why you are looking to get some extra data added today, and I would be doing the exact same thing if I were in your shoes. We rely on our data for so many things throughout the day, so running low can really slow you down, and I will be very happy to sort this out and get you topped up right now.

To help you get back to browsing smoothly, we have a few different Bolt On options you can choose from depending on how much extra data you need.

100MB Data Bolt On £5.50

500MB Data Bolt On £8.50

1GB Data Bolt On £12.50

2GB Data Bolt On £15.50

4GB Data Bolt On £18.99

8GB Data Bolt On £24.99

12GB Data Bolt On £32.50

Please take a look at those amounts and let me know which of these options works best for you so I can get it added straight to your account.

DOUBLE PAYMENT

I can see that your manual card payment through My O2 on 17 December went through successfully. Because your Direct Debit was scheduled for today, your bank was already notified about ten days ago in line with the Direct Debit Guarantee. When a manual payment is made within this short window, it does not automatically stop the Direct Debit because the bank has already queued the request.

To get this sorted out for you as quickly as possible, you have two excellent options.

Option 1: Contact your bank directly

You can get in touch with your bank to cancel the Direct Debit payment or file an immediate indemnity claim. This is generally the fastest way to get the funds back into your account.

Option 2: Request a refund from us

Alternatively, you can reach out to us again 24 hours after the Direct Debit has been taken. This short wait ensures the payment has fully cleared and has not bounced back. Once confirmed, we can issue a refund directly to your bank account, which will take 3 to 5 working days to arrive.

Please let me know which of these options works best for you and how you would prefer to proceed.

OVERDUE

I completely get where you are coming from, and balancing everything after switching to part-time hours is a lot to manage. Keeping your service running is the main priority here, and I will be happy to help get this sorted for you.

It is great that you already have a clear date in mind for the 26th of June. To get this paused and protected, I will pass you straight over to our Mobile Collections team right now. They can officially log a promise to pay for that date on your account so your services stay fully active without any disruption until you are ready. Let me get that sorted for you straight away.

Just to set the right expectation, this team is currently experiencing a high volume of chats, so your patience is truly appreciated. They will assist you as soon as possible to make sure everything is resolved properly.

For faster assistance, you can also contact them directly. You can call 202 from your O2 mobile, or 0800 902 0217 from any other phone. Their opening hours are Monday to Friday from 8am to 8pm, Saturday from 8am to 6pm, and Sunday from 9am to 6pm.

Please let me know if you would prefer to call for immediate assistance, or if you are happy to wait and be transferred to the team here. I am here with you and will make sure you are supported.

I will go ahead and transfer you over to our specialized Mobile Collections team right here in this chat window. They will be able to officially set up that promise to pay for the 26th of June and make sure your services stay completely active and protected until you are ready to make your payment.

For future reference, you can also manage your account by logging in to My O2 or visiting our help and support page at https://www.o2.co.uk/help/account-and-billing/payment-support, where you’ll find additional guidance around payments and support options.

Thank you for reaching out to us today. We truly appreciate your engagement. Have a great day and keep safe!

Please hold while I transfer you to the appropriate team.

PROMISE TO PAY / CUSTOMER GIVES A DATE OF PAYMENT

I understand that managing finances can be challenging, and it's reassuring to hear that you can make a payment on (date). To assist you further, I will refer you to our Mobile Collections team, who can help you set up a promise to pay on your account or explore other suitable options for you.
Need help paying your bill? Find out how we can help if you don't think you’ll be able to pay your bill on time – with plenty of payment support options that we can discuss with you.

CANCELLATION

I know that choosing to cancel a contract is a big decision, I fully respect your choice and I am here to make sure this transition is as smooth and straightforward as possible for you. I will be more than happy to help you get this processed.

To make sure we take the right path for your needs, could you please let me know if you would like to keep your mobile number and move it to a new provider?

NUMBER CHANGE

Changing your mobile number is a brilliant way to get a completely fresh start and take back full control of your phone. Whether you are looking to block out annoying spam calls, step up your personal privacy, or you just want a clean slate, it is a really positive move that brings a lot of peace of mind.

I would love to help you get this set up today! Just to fill you in on how it works, this first number change is completely free. If you ever need to change it again in the future, there would be a fee of 35 pounds for any swaps after this one.

Before we dive in, may I ask what is prompting the change for you?

Also, to keep everything completely safe and secure on your account, I have just sent two quick text messages to your phone. The first one is just a safety reminder to never share your security codes with anyone, even if they claim to be from O2. The second text has the actual code we need to get the ball rolling, which should pop up about 5 seconds later.

Whenever that comes through, just type the code here and we will get your brand new number sorted right away!

SHORTER VERSION

Changing your mobile number is a great way to get a fresh start, stop spam calls, and give your privacy a real boost. I would love to help you get this sorted today!

Just so you know, this first number change is completely free. Any future changes after this one would carry a £35 fee. Before we jump in, may I ask what's prompting the change?

To keep your account secure, I've just sent two quick texts to your phone. The first is a safety reminder to never share security codes with anyone, and the second has the actual code we need, which should arrive a few seconds later.

Whenever that pops up, just reply with the code and we'll get your new number sorted right away!

CREDIT ABOVE 10

I will go ahead and get that agreed goodwill gesture credit applied to your account right away.

Just a quick heads-up: you will receive an SMS saying that the credit is under review or pending approval. Please don't worry, this is completely normal! Within my role, the system automatically approves credits up to £10, so anything above that just goes through a standard quick check.

Please be assured that this has all been fully approved and sorted for you. Thank you for your understanding.

PITCH /PACKAGE REVIEW

I completely understand that getting the absolute best value for your money is incredibly important, especially with so many low price offers out there.

I want to make sure we find a plan that feels perfect for your budget while still keeping you connected to everything you love. I have just taken a look at your account, and your actual usage over the past six months shows you have been averaging about 1.45GB a month, with your highest usage hitting 4.18GB last January. This means your current 25GB plan actually gives you plenty of breathing room and acts as a great cushion for your day to day needs.

To help me find the best possible deal for you, could you tell me a little bit about how you use your phone on a daily basis? For instance, do you find you are usually connected to home or work Wi-Fi, or do you tend to stream a lot of music and video while you are out and about? Do you travel abroad most especially outside EU?

We have our Unlimited Plus plan for £23.99 monthly (usually £32.99) and a 150GB Plus plan for £20.99 monthly, both on a 24-month contract with unlimited minutes and texts.

They also come with these fantastic perks:

Worldwide Roaming: Use your plan at no extra cost in 75 destinations, including the EU, USA, Australia, and Mexico.

Data Rollover: Unused data rolls over to the next month automatically.

Free Extras: Get 6 months of Disney+ Standard or Amazon Prime on us.

Flexible Upgrades: Option to switch to a new phone and plan after just three months.

10GB Mini plan with unlimited minutes and texts for just £12 a month on a 24-month contract. This still gives you double your highest peak usage, so it is a wonderful, safe option.

30GB Mini plan with unlimited minutes and texts for £14 a month on a 24-month contract.

100GB Mini plan with unlimited minutes and texts for £18 a month on a 24-month contract.

We also have fantastic offers for our iPhone 17 Pro 256GB with Unlimited data, minutes and texts for as low as £62.09 monthly for 36 months.

If yes, I will be glad to generate your Porting Authorisation Code (PAC) for you. This will allow you to seamlessly transfer your number over, and your account with us will automatically disconnect once that transfer is complete.

If you prefer to close the line entirely and get a brand new number with a different provider, I can give you a Service Termination Authorisation Code (STAC).

If you don't need any codes and simply want to close the line for good, I can book your standard 30 days' notice for disconnection.

Please let me know which option works best for you, and we will get it sorted straight away.

SECURITY

To keep your account completely secure, our system stays in a view only mode until we verify your identity with a security code.

SIM REPLACEMENT

I get how important it is to have a working phone line, especially when your current SIM card has suddenly stopped working and left you disconnected from your daily routine. I would be more than happy to guide you on how we can get a brand-new replacement sorted out for you as quickly as possible.

For security and fraud prevention purposes, we are unfortunately unable to process SIM or e-SIM replacements through this messaging channel. To get a new SIM issued, please contact our voice team directly by dialing 202 from your O2 handset or 0344 809 0202from any non O2 number, and our team will be ready to assist you straight away.

You also have the option to visit any O2 Store where they can help you get a SIM installed immediately, just remember to bring one valid photo ID with you. You can find your nearest store by checking our online store locator at https://stores.o2.co.uk/.

Alternatively, you can complete the replacement SIM process yourself using My O2 through a web browser by clicking My O2 in the top left corner and selecting Replace your SIM under the Your SIM heading. We truly appreciate your understanding with these security steps, and please let me know if there is anything else I can guide you on today.

PAYMENT DAYS RANGE

I totally get wanting a specific date for your payments, and while our system can’t lock in one exact day, we can definitely shift your payment window to a time that suits you better.

Just a quick heads-up, moving your payment days will change your billing date too. Because of the shift, your very next bill might be a little higher than usual to cover those extra prorated days, but it’ll go right back to normal after that.

Right now, you're on the 1st to 7th range. Would you prefer to switch to one of these instead?

8th to 14th

15th to 21st

22st to 28th

Let me know which one works best for you and I'll get it sorted!

We’d love to help you align your payments better! We can't set an exact due date, but we can definitely offer you some flexibility by changing your payment window.

Changing this will move your billing cycle around, so your next bill will be a bit higher than normal to cover the gap. After that, you're all set at your regular price.

Your current window is the 1st to 7th. Do any of these options work better for you?

8–14

15–21

22–28

Drop me a message with your choice and we can go from there!

PAYMENT BILL

Thanks so much for reaching out to get your bill sorted! I really appreciate you being on top of it.

Because we take your data security seriously, we can't process card details or payments over this chat channel. The good news is that it's super easy to pay using our other secure options.

You can quickly make a payment by logging into the My O2 app or website. Alternatively, you can give our voice team a quick ring by dialing 202 from your O2 phone or 0344 809 0202 from any other number, and they will be happy to help you get it settled. Thanks again for your understanding!

COMPLAINT QUESTION

For our shared records and for your complete peace of mind, please let me know whether you would prefer to receive your confirmation regarding the complaint resolution by email, phone, or through the post.

To ensure everything reaches you safely, could you also please confirm your most up-to-date email address and billing address, along with your best contact number? Use our store locator to find your nearest O2 phone shop. Check opening times, services and store accessibility to help you plan your next visit.