Can't make phone calls, can't get hold of O2 Support

[IndieDani]

Hi there,

I've changed my SIM card on Friday, and next Monday someone tried to call me but I can't receive or make any phone calls. I receive messages but I can't send them. I cannot call O2 Support obviously. I tried to call from a different number but can't get hold of them as the line goes straight to the busy tone. O2 have no email address and Live Chat is not there anymore. Please help.

Daniela

[gmarkj]

Yep.
o2 fair usage policy states:
"If you use our services outside the UK in our Europe Zone for 63 or more days in any four month period and you cannot demonstrate prevailing use and / or presence in the UK this is likely to be deemed to be an unfair use of our services."
Link to terms and conditions:
https://www.o2.co.uk/termsandconditions/mobile/o2-consumer-fair-usage-policy
8th paragraph after "Your obligations" is the bit I copied above.

[Martin-O2]

OK @IndieDani no problem I can pick this up and hopefully get the issue resolved for you. I'll need some extra details so I'll send you a message. 

[IndieDani]

@gmarkj Yeah, but I can demonstrate prevailing use and presence in the UK. Also, according to that, I should be notified and charged which I wasn't so I don't think this is the case of my issue.

"In such an event we will notify you and then after two weeks charges will apply (the “Surcharges”). For Pay Monthly and Pay As You Go customers the Surcharges are £4.50/GB for data, 3.3p/minute for calls and 1p/text for texts."

However, my SIM card is still not working after almost 2 months and O2 on Twitter is not really helpful. 😞 Considering changing the provider.