topic frozen number in Pay As You Go

frozen number

Grrr — Mon, 23 Nov 2020 17:07:49 GMT

I have tried contacting customer services - useless. I have tried o2 chat - useless. I know the number of the device I am trying to use is frozen. The question is why, it was in use and had £42 credit about three weeks ago. Perhaps more importantly is just how do I get unfrozen and a proper explanation!

Re: frozen number

MI5 — Mon, 23 Nov 2020 17:14:30 GMT

@Grrr

You'll need to call 4445 to check your account but I'd also try your sim in another phone, in case the phone is faulty.

8.00am is the best time to call to avoid a long wait.

Re: frozen number

Bambino — Mon, 23 Nov 2020 17:16:17 GMT

@O2Simon or @O2Emma can you help @Grrr?

Re: frozen number

Grrr — Mon, 23 Nov 2020 17:30:49 GMT

MI5,

Thank you. I have done a SIM swap - no problem. I got through the interminable phone nonsense once and it stated the number was fozen. I simply want to talk to human to get it unfrozen, why is it so difficult?

Grrr

Re: frozen number

Grrr — Tue, 01 Dec 2020 22:11:13 GMT

Well, no solution here. However, after a further two days I received a booked call back and finally spoke to a human!

I have a Phablet that can make calls and send texts in addition to using data. I did not realise that using data only would not stop the phone being frozen. At least one call or text must be made in every six months to stop the number being frozen. Now I know I will ensure that is done.

It is now unfrozen and credit restored.

Grrr

Re: frozen number

MI5 — Tue, 01 Dec 2020 22:15:18 GMT

@Grrr

Glad you're sorted but had we known what you've just told us earlier, we could have given you the answer sooner.