topic Re: O2 have cut off all my phones in Pay Monthly

O2 have cut off all my phones

Confuseduser — Wed, 20 Nov 2024 20:53:12 GMT

Since our tariffs were due to end, last week we updated all our tariffs. During the process the online promts recommended we switch to esims so we duly selected the option. Shortly after we found that all 4 phones on the account no longer had network connection. This posed a massive issue as we could now no longer contact O2 by phone, via the app or online as we could not verify our login via text.

We resorted to FB messenger which was a massive waste of time since it is not fully monitored or responded to. After sitting on messenger pretty much from 0800 to 2000 one day we eventually got the issue logged. We heard nothing for 2 days so resorted to going and buying a payg sim. We called only to be told that the esims got held up in processing and there was nothing that could be done so we would have to wait 3-5 days to fix.

Rang back 2 days later again to be told we will escalate and mark this as a priority and if would be fixed in 24-48 hours. This was obviously rubbish as I rang the following evening what I was advised the actual waiting time was 7-10 days and there is no such thing as priority escalation!

I was given an email to write to for complaints which I did and 24hrs later we are no better off.

9 days later, this is still on going, we cannot call any one, we cannot log into our account or the app to get an update, no emails or anything.

Anyone got any ideas?

Re: O2 have cut off all my phones

MI5 — Thu, 28 Nov 2024 09:51:37 GMT

@Confuseduser

(REMOVED)

Yours is exactly the reason why no one here recommends an esim.

Re: O2 have cut off all my phones

Confuseduser — Wed, 20 Nov 2024 21:04:46 GMT

Thanks MI5, I'll email them. Don't suppose there is any method of circumventing the 2 step verification for the online log in that you know of?

Re: O2 have cut off all my phones

pgn — Wed, 20 Nov 2024 21:36:33 GMT

@Confuseduser wrote:
... Don't suppose there is any method of circumventing the 2 step verification for the online log in that you know of?

Not unless you had the presence of mind to add in a second O2 (PAYG will do) number to the app before your call to move all lines over to eSIM on upgrade was made, @Confuseduser. More on that here:

https://community.o2.co.uk/t5/My-O2/OTP-OTAC-to-Log-in-to-MyO2/m-p/1719280/highlight/true#M26283

Re: O2 have cut off all my phones

MI5 — Wed, 20 Nov 2024 21:40:37 GMT

@Confuseduser wrote:
Thanks MI5, I'll email them. Don't suppose there is any method of circumventing the 2 step verification for the online log in that you know of?

You may not always get asked to provide a code to login.

Try the phone app if the web version is requesting it or vice versa.

You can also ask O2 to email the code to your registered email, as I know some that have successfully requested that @Confuseduser

Re: O2 have cut off all my phones

Oxonian — Sat, 23 Nov 2024 17:25:08 GMT

Just to add @Confuseduser that O2 are taking up to eight weeks to investigate and respond to complaints ; so do not hold your breath awaiting early resolution from that team. 👍

Re: O2 have cut off all my phones

MI5 — Sat, 23 Nov 2024 17:28:27 GMT

Any progress @Confuseduser ?

Re: O2 have cut off all my phones

Confuseduser — Thu, 28 Nov 2024 20:47:54 GMT

We bought PAYG SIMS just to get access to our account. Mine is now functioning, but the other numbers are still blocked. More phone calls and emails to O2 and we've now been told 3-5 days which runs out tomorrow. So I shall cancel all contracts, seeing as the 14 day termination period will also be up, we have 1in4 working and zero customer service

Re: O2 have cut off all my phones

Confuseduser — Thu, 05 Dec 2024 21:02:15 GMT

Just to update, we are now on 05/12/24 and we are still without 3 of the 4 phones in our house. No updates, no response to emails, calling the customer 'service' is a complete waste of time. I can't believe O2 think it's acceptable to treat customers like this

Re: O2 have cut off all my phones

Confuseduser — Thu, 05 Dec 2024 21:34:47 GMT

Do you think thats to do with the 8 weeks you have to wait before you can complain to the communications ombudsman?

Re: O2 have cut off all my phones

Oxonian — Sat, 07 Dec 2024 14:36:23 GMT

If any customer escalates a complaint to the Ombudsman @Confuseduser, O2 have to pay a fee. Hence, it would seem likely that they deal with many complaints "just in time" to try to prevent escalation. 👍