Credit Disappeared - Cannot contact O2 to correct this

[onthequiet]

My phone says "Emergency Calls Only" even though I know I have credit remaining - I'm on a classic Pay as You Go Plan.

I cannot contact o2 to get this resolved. 

Any ideas how I can contact o2? When I phone them, the phone always says they are prioritising calls and then it disconnects.

[jonsie]

First off check your postcode here

https://status.o2.co.uk/

[gmarkj]

You can try the following:
-your sim in a different phone
-another sim in your phone

That will indicate if it is a sim or phone issue.
Other things to try:
https://community.o2.co.uk/t5/How-to-Guides/Self-help-guide-Is-the-network-down-for-me-or-everyone/b...

[onthequiet]

Good call. 

I'm sceptical that because I haven't used the phone for a while, someone might have closed my account / removed my credit... is that possible? Its a classic PAYG plan and I was told there was no expiry when I ordered it. 

But I just checked the link you provided and voila:

"Sorry a phone mast in this area isn't working

This means your service might come and go until we fix it."

So this is certainly a good possiblity. Have you ever heard of my first scenario above happening? Credit removed from long time without using?

Thanks!

[jonsie]

Hope they get it fixed as soon as possible.

Keep rebooting the phone every hour until you get a connection.

[gmarkj]

---

@onthequiet wrote:

Good call. 

I'm sceptical that because I haven't used the phone for a while, someone might have closed my account / removed my credit... is that possible? Its a classic PAYG plan and I was told there was no expiry when I ordered it. 

But I just checked the link you provided and voila:

"Sorry a phone mast in this area isn't working

This means your service might come and go until we fix it."

So this is certainly a good possiblity. Have you ever heard of my first scenario above happening? Credit removed from long time without using?

Thanks!

---

When you say "a while", do you think you have used it in the last 12 months?

o2 does deactivate pay as you go sims if they are not used (send a text/make a call) within 999 day and/or a top up (or something like that).

@jonsie can you confirm the actual numbers? Got brain strain today and can't remember...

[onthequiet · Accepted solution]

Ok, so I got through. 

If you don't use classic PAYG for 3 months then they will disconnect. A call to 4444 within that 3 month period will keep it active.

Using my serial number she has reactived my SIM and put the credit back on. I will see it tomorrow. Thought I would update to help anyone else with this issue. 

Thanks everyone for your help and suggestions here!

[MI5]

Hmmm, it's usually 6 months.
A bit worrying if they've changed it to 3 months without telling anyone.

[onthequiet]

hmmm yes, she definitely said 3, but as a person who has this as my backup phone, I'm not too concerned - it would be different if they did not give the credit back, but they do so I guess thats the main thing

I'm gonna put a recurring calendar appointment in for every 10 weeks to give that 4444 a quick call and that will stop it deactivating

[MI5]

Good plan.