topic Incorrect disconnection in Pay Monthly

Incorrect disconnection

JM98 — Sat, 31 May 2025 13:19:52 GMT

Hello,

I recently rang up to cancel a no longer required SIM card. The customer service rep has somehow made an absolute mess of it and cancelled the number I was ringing from (despite this being a separate O2 account and having passed through all the security relating to the other). I’ve gotten nowhere on the phone, with them saying I had to go into store to try and resolve the incorrect disconnection. In store they were also unable to help so now I’m stuck. Does anyone know where else I can go with O2 to try and get this resolved as I’m feeling pretty stuck. Thanks.

Re: Incorrect disconnection

Bambino — Sat, 31 May 2025 13:25:03 GMT

@JM98 Take a look at this guide and scroll down to the Social Media section:

How to find help & contact O2: A Guide - O2 Community

Re: Incorrect disconnection

JM98 — Sat, 31 May 2025 14:23:40 GMT

Thanks for the idea, I’ve tried social media but I come across the the same issue when it comes to passing security. They can’t send me an otac by mobile for obvious reasons and the email on the account was an automatically generated one when virgin and o2 merged (originally this was a Virgin number). I can’t access this email and it won’t forward the otac codes so I keep getting nowhere with any of the standard routes of entry.

Re: Incorrect disconnection

MI5 — Sat, 31 May 2025 14:25:36 GMT

Maybe @Dave-O2 can help on Monday @JM98

Re: Incorrect disconnection

Dave-O2 — Mon, 02 Jun 2025 09:37:39 GMT

Thanks for the tag @MI5

@JM98 I can certainly see what i can do, please drop me a PM with the mobile number affected.