topic Sim card inactive, unable to contact CS in Pay As You Go

Sim card inactive, unable to contact CS

JoshuaFawcett — Tue, 11 Jul 2023 23:57:56 GMT

Hi,

I'm having a bit of a hard time solving my issue, and its one I think the forum won't be able to help much but I'm putting it here as customer service is seemingly elusive and I'm kind of hoping someone from CS is in the forum and sees this to be able to make contact directly.

My sim card is showing inactive, no service in any device I put it into. It's not a signal or device issue and I have tried calling it, it doesn't go to voicemail anymore just a dead line. I believe the most likely situation is that its been deactivated.

The phone has been switched off for around 4-6 weeks but it was in regular use until then, it's in a spare phone that gets used once a week so it shouldn't have been deactivated for this as I understand the timescale is normally 6 months for inactivity.

The number is tied to a few accounts for 2fa and the account also has around £20 of credit so I'd like to get it back working again if possible.

I've tried to login online to find the cause of the problem but its sending a security code to the seemingly dead sim card.

I've tried via chat and its directing me to phone CS, which I cant due to my disability, I keep telling the automated chat about the disability and it just says that the agent left chat and kicks me back to the beginning. I've tried to find an email and there isn't one anymore so the only option is a PO BOX to write to and that'll take a while and cost me, stamps aren't cheap anymore so I'd like to avoid that option if possible.

Not really sure how to proceed.

Re: Sim card inactive, unable to contact CS

jonsie — Wed, 12 Jul 2023 00:03:07 GMT

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

Re: Sim card inactive, unable to contact CS

JoshuaFawcett — Wed, 12 Jul 2023 00:07:35 GMT

I've dropped a message on Twitter, hopefully they can solve it.

Re: Sim card inactive, unable to contact CS

JoshuaFawcett — Fri, 14 Jul 2023 23:33:34 GMT

No response on twitter, not sure where else to go now.

Re: Sim card inactive, unable to contact CS

Bambino — Sat, 15 Jul 2023 02:15:32 GMT

@JoshuaFawcett Download Skype and call O2 on their freephone numbers:

Call 0800 902 0217 or 0800 032 1402
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

Re: Sim card inactive, unable to contact CS

pgn — Sat, 15 Jul 2023 20:02:18 GMT

And keep poking them on Twitter - it helps if you tell them the problem, or bones of it, tbh, @JoshuaFawcett

See this example:

https://community.o2.co.uk/t5/Other-Products-and-Services/O2-Web-Top-Up-not-recognising-a-valid-O2-PAYG-number/m-p/1617196/highlight/true#M50823