topic Re: Disconnected! in Pay As You Go

Disconnected!

Stuart73 — Wed, 31 Mar 2021 16:31:28 GMT

My PAYG classic has been disconnected for inactivity even though i added a Bolt On 2 months ago.

I called customer services and they are giving me a hard time because i am out of the country.

From the website:

"If you don't top up, or add a Bolt On at least once in any six month period, your mobile will be disconnected and you'll lose any credit on your account. If you want to be reconnected you'll be given a new mobile number."

Re: Disconnected!

Bambino — Wed, 31 Mar 2021 16:42:23 GMT

@Stuart73 Where were you when you added the bolt-on? You can only use your phone abroad for a limited amount of time.

O2 | Consumer Fair Usage Policy | Terms and Conditions

Re: Disconnected!

Stuart73 — Wed, 31 Mar 2021 16:45:38 GMT

In Saudi Arabia. The bolt On was added and money was taken from my account.

Re: Disconnected!

MI5 — Wed, 31 Mar 2021 16:55:38 GMT

@Stuart73

Not sure why you should be given a hard time for being out of the country.

There are no time limits for using your phone abroad in your location.

What reason did they give for the hard time?

I'd try again and hopefully get someone more helpful.

Re: Disconnected!

Bambino — Wed, 31 Mar 2021 17:00:07 GMT

I will tag the online advisors, but I'm not sure if there's anything that they can do to help. You may have to speak to customer service again. @Thomaso1 or @O2Emma can you please advise @Stuart73?

Re: Disconnected!

O2Emma — Wed, 31 Mar 2021 17:07:49 GMT

Hi @Bambino I will pick this up thanks.

Re: Disconnected!

Stuart73 — Wed, 31 Mar 2021 17:09:58 GMT

I was told that if they reconnect, it will disconnect again in a few days as the sim needs to be on a o2 network.

They also told me that adding a bolt on does not extend validity even though it clearly states it does on the website!

Anyway,I will ask for a replacement sim to be sent to a family member in the UK who can connect it to the o2 network and then post it on to me.

Re: Disconnected!

O2Emma — Wed, 31 Mar 2021 17:12:23 GMT

Hi @Stuart73 I am sorry you have been disconnected this will be due to in activity you needed to make a few phone calls from your phone number also to keep it active.

Do apologize this was not advised as you are out of the UK we will be unable to reconnect the number until you are back from abroad.

I am sorry about this.

Thanks o2Emma

Replacement SIM with same number.

Stuart73 — Sun, 04 Apr 2021 13:41:48 GMT

I am working abroad and my PAYG SIM go disconnected through inactivity. I called and had it reconnected but i am told it won't work as i am not in the UK. It has been over 48 hours and still no signal.

So, my question is, can i get a replacement SIM with the same number sent to my registered address in the UK? A family member will activate it on the O2 network and then post it on to me.

I thought i would ask on here before i wait on hold for 1 hour!

Re: Replacement SIM with same number.

Bambino — Sun, 04 Apr 2021 13:48:45 GMT

@Stuart73 You'll need to report it as lost. A new one will be sent to your registered UK address, and then a family member can activate it and send it on to you.

Lost or Stolen O2 Device

Re: Replacement SIM with same number.

Stuart73 — Sun, 04 Apr 2021 13:55:14 GMT

@BambinoThank you. The new one will be the same number?

Re: Replacement SIM with same number.

Bambino — Sun, 04 Apr 2021 14:02:44 GMT

@Stuart73 Yes if all your details are correct.

Re: Replacement SIM with same number.

Stuart73 — Sun, 04 Apr 2021 14:04:59 GMT

Thank you.

Re: Replacement SIM with same number.

Bambino — Sun, 04 Apr 2021 14:06:01 GMT

@Stuart73 Just to add, it will be the same number depending on how long the sim has been inactive. If it was longer than 6 months the number may have been reassigned.