This has been an ongoing problem for three months and is a known problem that certain customers are unable to top up online. I have spent countless hours on the phone and have been through the whole system from resolutions to complaints etc. This has still not been resolved. I am going on holiday to USA and need the facility. Now that the complaints team have been involved it looks like we have to go through the whole system of escalation again - has anyone got a phone number for complaints team or email address so that I can speak with someone who is not impotent.
I still have not resolved the issue and still unable to top up online.(ongoing for over 15 months) Also my experiences with customer services has left me exasperated. One phone call will take over an hour and you are unable to help. I spoke to someone from the UK who told me that this is a problem which was part of a software upgrade - the software team were aware of it but they had that many problems that a solution was a low priority. I might try phoning again but I have only just regained the will to live.
I'm sorry to hear that you are still experiencing problems with topping up your mobile online.
As Polly2 advised, we are investigating this issue. Polly2 has supplied further information and assisted in running tests that the software team have monitored. As of yet, this is still being investigated--we are waiting on an update.
I'd like to forward your details for the investigation, as the more examples and information we can supply to the software team, the sooner they can identify where the problem is and rectify this on our systems.
I'll send you a private message requesting further details. Just check the purple envelope at the top right of this screen.
Also, you can get in touch with us via WebChat: Contact Us if you would rather not call in.
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