The only way this would be possible is if you have ported your number and it was unsuccessful, resulting in a split port.
You need to contact O2 for them to check your account.
All numbers are in this guide Guide: Coronavirus Community Help and Support
When you call, you will be asked for 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.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.
Number spoofing is also an issue currently.
For help on that, see here https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/tackling-nuisanc...