Transfer from Virgin - No service for 5 months

[Rob_B]

On a pay-monthly tariff I was transferred from Virgin mobile in September 2023.  O2 commenced taking monthly direct debits.  However, due to SIM card and passing security issues I had no service from the date of the change.  I was working abroad a lot and even after several remote /online attempts, I could not get the issue resolved until I was able to go to a UK store (31.01.2024), when I eventually was able to get through the security issues and get a new SIM card.
My bills confirm that during the period 23.10.2023 to 31.01.2024 I made/received zero calls and used zero data.  I believe I should be eligible for a refund of the charges.  Can you confirm that.

[jonsie]

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