topic Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC in Pay Monthly

UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANCEL.

Aarg-1 — Tue, 23 Jan 2024 13:08:38 GMT

Really hoping that someone can help or has good advice. Like many others I was sold a non optional O2 SIM card as part of a Virgin Media package. This is really awful aggressive marketing practice and I would never agree to this again. But I agreed to get my Virgin Media package at a reasonable cost. The SIM, charged at £8 per month, separate to the Virgin Media package, has never been activated or used. It is now out of contract so I can cancel. Except I can't. Please note that I do have a separate O2 SIM only contract (was transferred from Virgin) which I use. The other, unwanted SIM does not appear when I log into my account, but it is charged every month to my bank account. I have spent many, many hours getting through to Virgin (the originator of the sale), who put me through to O2, who have cut me off, and on another occasion said that they can see the SIM but they can't deal with it because it is part of the 360 Department! They "connected" me to that Dept but I they don't answer. This lack of clarity, communication, and customer service is really terrible. What can I do?

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

Cleoriff — Tue, 23 Jan 2024 13:14:03 GMT

@Aarg-1

A guide to cancellation is here

You have to persevere with O2.

Give O2 a call on 202 or 0344 809 0202 (Contract)

Or you can message O2 on social media on Instagram https://o2uk.co/O2CIG), Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW).

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

Cleoriff — Tue, 23 Jan 2024 13:17:08 GMT

@Aarg-1

The '360 dept' is actually the new billing system all O2 customers are being transferred to.

There was no need to transfer you there as they have nothing to do with cancellation!

Very poor.

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

Aarg-1 — Tue, 23 Jan 2024 13:34:39 GMT

Many thanks. Much appreciated.

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

Aarg-1 — Fri, 26 Jan 2024 11:08:54 GMT

Thanks for the information but I the guide to cancelling your contract is of no use as I don't have the telephone number associated with the SIM card that I have never used. I only have the last four numbers. Only O2 has this information and I can't access it regardless of several contacts. I may consider contacting O2 on X/Twitter but I believe that direct contact should be adequate, although several contacts so far have resulted in being given contradictory information, being passed to departments who don't answer the phone, calls ended. I am about to put more time into contacting O2 today. If they continue to avoid resolving this issue I am more likely to follow the procedure of official complaint then OFCOM.

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

gmarkj — Fri, 26 Jan 2024 12:37:41 GMT

If you still have the sim in the drawer, can't you put it into a phone and use the guide to get the details you need @Aarg-1 ?

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

gmarkj — Fri, 26 Jan 2024 12:38:31 GMT

You could then also use the guide to get a STAC, and, with a PAYG sim from another network, get it closed down...

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

Aarg-1 — Fri, 26 Jan 2024 13:24:43 GMT

Thank you for your reply. No, I don't have the SIM in a drawer. I didn't want the SIM, it was aggressive marketing, I didn't activate it, and after some time I destroyed it. That has proven to be a mistake as I only realised now that I have no other communication from O2, for example an email, which contains the contract details. I've spent another session on the phone with O2 today. Again today they told me that can locate the contract, but today they said that can not end it because they can not confirm who I am for security purposes. That is a fact. That is what I was told today. They advised me to go to an O2 shop with two forms of ID.

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

Aarg-1 — Fri, 26 Jan 2024 13:26:19 GMT

Thanks for taking the time to reply. I can't. I don't have the SIM or the number associated with the SIM. O2 will only confirm the last four numbers.

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

madasaf1sh — Fri, 26 Jan 2024 13:47:00 GMT

@Aarg-1

Go through your paper work from Virgin Media, as it will be on the emails sent to you, or call Virgin and ask them what number was given to you when you signed up.

Other than that the Direct Debit has a reference number, you can ask them to check what number is linked to that, and as long as you pass the security checks then they should be able to cancel it.

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

Aarg-1 — Fri, 26 Jan 2024 14:20:32 GMT

Thank you. I do have all of my Virgin paperwork but in fact there is no reference to the O2 SIM which was sold as past of that contract. It is also charged separately and always has been. However Virgin were my first point of contact because they were the seller. The first time they (very encouragingly) said that they could help but then passed my call to O2 with no warning and I was cut off before the call was answered. The second time I contacted Virgin, again they passed me to O2 and we can see where that got me.

My direct debit does have a bank reference number. I tried to discuss that with O2 today but they said that they would need the contract number linked to the DD, not the reference number.

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

gmarkj — Fri, 26 Jan 2024 17:45:38 GMT

I... don't know what else to suggest then @Aarg-1

If you don't have anything from o2 about it, and the sim is no longer with you, then you seem to be stuck.

Try calling customer services at 8am, or go back to VM as they sold you the sim in the first place (wanted or not).

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

AMDKilla — Fri, 16 Aug 2024 15:05:14 GMT

If the unwanted SIM is on a seperate direct debit to the one you actually use, cancel the direct debit with your bank. At least that way you won't be paying them while they refuse to help

Re: UNWANTED UNUSED SIM NOW OUT OF CONTRACT BUT STILL PAYING FOR IT, O2 MAKING IT IMPOSSIBLE TO CANC

Enlli — Fri, 16 Aug 2024 15:47:16 GMT

@AMDKilla Very Bad Advice

Cancel the direct debit and the customer will go down for missed payment on their credit file. Miss 2 or more and expect a letter from a debt collection agency.