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Notice of Disconnection!

Level 1: Joiner
  • 2 Posts
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I am having the most HELLISH experience with O2. I took out a £5 monthly contract with O2 and must have created an email for him to receive bills. What a bad idea! My 12 year old subsequently lost his phone around April/May 2023. I rang O2 to ask them to disconnect the number and close down the account which they told me they had done.  I cancelled the DD payments. In June 2023 I received a Notice of disconnection from O2 saying they'd report me ton the Debt Collection Agency if I didn't pay a bill of around £17 which I promptly did because they told me this was the outstanding amount. I thought that would be the end of it. Lo and behold I had another Notice of Disconnection, I went through the whole process again and was asked to make the payment by O2 customer service again which I did, since I didn't want a poor credit score. They assured me that the phone would be disconnected and the account closed. I received yet another Notice of Disconnection and once again spent hours on the phone (You try getting through on the phone to customer services on O2!!) This time the customer service person told me that without knowing the original email address associated with the phone, they couldn't disconnect it or close down the account. They told me to go to the O2 shop where they would verify my identification and then I could phone O2 back and they would go ahead with the disconnection. So I went along to the O2 shop. The customer service person in the shop spoke to the O2 people on the phone and gave them a digital code and checked my drivers licence to verify my id. The person on the phone at O2  then told  that the security had been checked out and they would put me through to the Retention and Cancellation Team. When I spoke to the R and C team, they said they couldn't disconnect the phone and shut down the account because someone was still using the number. They asked me to call the fraud line at NCSC and said they'd tell me what to do next. I phoned the Fraud Line who said it was bizarre that O2 expected them to advise me but they created a reference number and have opened a stolen phone case for me. I called back O2 and guess what the customer service person told me? Since you cannot give us your original email address generated when my 12 year old son's contract was generated, I should go to the O2 shop so they could verify my identity!!!!!!!!! I am now on the phone to O2 and they keep repeating the same thing. We cannot help you as we cannot go through security because we need to send you a code at the email address associated with the contract. Someone help me!!!! 

Message 1 of 5

Level 94: Supreme
  • 93451 Posts
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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
or give them a call on 202  or 0344 809 0202

Message 2 of 5

Level 1: Joiner
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Thanks but that's the whole point. O2 have given me the runaround and have not solved the problem despite me making countless calls and following their instructions. I'm just going to keep raising my complaint through social media and the financial ombudsman as well as getting in touch with mainstream media because this just beggars belief. An issue with a  12 year old's £5 contract and lost phone can't be resolved by one of the largest phone providers in the country. For shame!

Message 3 of 5

Level 66: Unequalled
  • 12437 Posts
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If you'd just reported the phone lost originally you would have been sent a replacement sim to the address on the contract @MJ24 

If you still live there then do that - at least that way you will have the sim and can do what you want with it...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Message 4 of 5

Level 32: Blockbuster         
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