Account anomaly

[Anonymous]

So last night I ordered a PAYG phone from O2, & everything appeared to have gone ok (hoorah) 

This morning I’ve woken up & I can’t access my online account, apparently the password has changed. 

Whether or not this is related to the order I don’t know, but... another phone number has been attached to my account. 

1. I’ve changed my password. No account details have been changed.

2. I’ve rang the new number & it’s dead. No reply to text either.

So either someone has hacked my account, or O2 have accessed the account to add a new number to it.

Either way I’m not impressed. If this new phone turns up and the SIM card enclosed is the number on the account, I am going to flip my lid.

Anyone heard of this before? 

[Anonymous]

I’m actually foaming.. decided to click on the new number...and my order details are there.

The cheeky ****** have accessed my account & changed my password to add the sim!

Surely thats illegal!

[Cleoriff]

@Anonymous

My only advice would be to contact O2 CS and explain what's happened and ask them to sort it.

As it's an account issue and we have no access to yours, then they are the people to help with this

Sorry  can't be more helpful but this is standard advice. Apologies

https://www.o2.co.uk/contactus   Needless to say, don't use live chat for this

Best of luck. 

[Anonymous]

I’m guessing this isn’t the standard when buying a phone with an already established my o2 account..

seriously unimpressed

[jonsie]

No this isn't normal. Ordering a new phone will automatically generate a new number so that is normal. Changing your password definitely isn't unless you have specifically asked them to reset your account.

If upgrading them nothing should change on your account.

[Bambino]

@Anonymous Looks like you've been hacked. See this link: https://www.o2.co.uk/help/safety-and-security/fraud-and-phishing-advice

[Marjo]

Hi @Anonymous, with any suspicions with safety and security, the link above from @Bambino is the way to go, and there's a link to contact details for customer service who can go through a specific process for this with you. Just to be safe I'm happy to get someone to have a look too just in case, I'll drop you a PM to get a few additional details.

[Anonymous]

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@Marjo wrote:

Hi @Anonymous, with any suspicions with safety and security, the link above from @Bambino is the way to go, and there's a link to contact details for customer service who can go through a specific process for this with you. Just to be safe I'm happy to get someone to have a look too just in case, I'll drop you a PM to get a few additional details.

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they’ve added a new phone number to my account and and proceeded with my order...

most considerate hackers ever..

i had to change the password when i tried to log in this morning.. 

[jonsie]

Do we take it you haven't ordered a new phone because it wasn't too clear in your opening post?

If this is so then call customer service as advised and they will refer you to the Fraud department to investigate. They do take their time though unfortunately. Hope you get this

sorted asap @Anonymous

[Bambino]

Looks from the opening post that a phone was ordered @jonsie "So last night I ordered a PAYG phone from O2, & everything appeared to have gone ok"
@Anonymous have you been in contact with your bank?