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Stolen phone/SIM & no way to access account or pass security checks

marcofoo
Level 1: Joiner
  • 7 Posts
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Registered:

Background:

I live in South Africa and my phone with O2 physical SIM was stolen last week. I now need to obtain a SIM and send it to myself (my family) before forwarded to SA via courier.

 

Issues:

After 4 hours wasted on three calls to O2 and a Twitter conversion (plus two contracts being setup and cancelled as a result of incorrect advice), I have been told I must go into a UK O2 store to solve this. Reasons include:

  1. I cannot pass security without providing information that I can only obtain via the stolen SIM, including EMEI number and balance on the SIM - which I cannot obtain without logging into My O2... which requires an OTP to the stolen number, even though I know my password.
  2. Verification of my identity must be done in store (I can't email).

A family member kindly went into store with copies of my ID and proof of address, but they couldn't manage my account without me.

 

Solution?

Must I cross continents and spend £1,000 on flights and accommodation to get a new SIM with my old number? Or is there another way?

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MI5
Level 94: Supreme
  • 151502 Posts
  • 649 Topics
  • 28836 Solutions
Registered:

@marcofoo 

Try and get some sense out of the social media teams Guide: How to find help & contact O2 

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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