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Phone not arriving - account locked

Level 1: Joiner
  • 1 Posts
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Hello, I've been an O2 customer since the merge with Virgin, I've had to rewrite this post three times now because the page refreshed so you can imagine that I'm a little more than annoyed. Regardless, I recently purchased an iPhone 15 Pro Max upgrading from my previous sim-only contract. Everything was going well with me being approved for the upgrade and even getting an email from O2 saying that my order is on it's way. It was mid-session when I was locked out of my O2 account. I contacted customer services twice in a 2 day period, the first time they were unable to verify my account details and told me to wait 24h. I then did as they said and when it didn't work I contacted O2 again, the second time they told me that they were unable to verify my details and told me that I would have to bring a valid Photo ID into an O2 store and get it resolved there, this happened even though I read the three different details that they requested directly from my bank account (last three digits of account number, last four of card number, last bill amount). I have no clue why these didn't work and even worse is that I can't come to an O2 store to get this resolved as I'm residing abroad due to a family emergency with the intention to get a friend to ship it to me. This has already caused more stress than it's worth as it was supposed to arrive on the 20th. I'm currently using a different account to write this as I obviously can't login to MyO2 on the account that I took out the contract on as it's locked. If you need me to verify, I can take a video of myself holding my passport and saying whatever you'd need me to say for verification. Please get this resolved quickly and get the phone shipped out, your help will be thanked.

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Level 94: Supreme
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This is a customer to customer community, not O2, so we cannot access your account, sorry.
You need to contact O2.
Message them on Social Media. Facebook ( , Twitter ( or Instagram (

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I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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