Billing and Payment Problems Strike O2 UK Mobile Customers UPDATE

Customers of mobile operator O2 UK (VMO2) appear to be suffering from a major problem or outage of the provider’s billing system, which for the past couple of days has been preventing them from being able to view their bills, make payments, add a data bolt-on or change their tariff.

The issues appear to have started yesterday morning and some support staff initially indicated that they hoped to have it fixed overnight, yet the situation is currently still ongoing today. A large number of complaints can now be found, spread across both social media and O2’s own Community Forum.

“We’re having a system issue at the moment that will be affecting your ability to view your bills, our teams are working to fix this as quickly as possible. Please try again later,” said one support agent via Twitter (here). A different member of O2’s support team also informed customers that they would NOT be disconnected during the outage and “won’t apply any late payment fees” (here).

The problem appears to be impacting both O2’s app and their website-based customer account pages.

We have requested a comment from O2 and will report back once they respond.

UPDATE 1st Dec 2021

O2 has informed us that this issue was finally resolved yesterday afternoon, although they didn’t elaborate on the cause.