Emergency calls%20only%20-%20how%20do%20I%20topup

[Markierich]

Hi all, I have an old mobile phone which has an O2 Sim. It worked until last week, but now says “emergency calls only“. I guess it needs topping up. However, when I go online to top up, it tries to send a text message with security code to the phone which  can’t receive it. How do I top up this phone? Many thanks. 

[MI5]

@Markierich 

It may have been disconnected through lack of use.

Contact O2 from any phone or Skype from these numbers Guide: Coronavirus Community Help and Support 

[Markierich]

Hi - thanks.  I try phoning customer services and after keying various numbers, I get the following: “your account has been frozen” then the line goes dead.  What should I try next?  Thanks for help.

[MI5 · Accepted solution]

@Markierich 

You can reach the Payment Management team on 0800 902 0217.

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support 

You'll need to use another phone to contact them or you can call them on Skype.

[Markierich]

Thanks - but when I key in my O2 number (from my iPhone) to eg top up it just says account frozen and ends the call.  How do I get through to a real person to explain?  Thanks for help.

[jonsie]

Use Skype to call the free numbers

[MI5]

@Markierich 

Try this number 03448090222 or this one 07860980202

[LukasB]

hey @Markierich just checking if you managed to get this sorted

[Markierich]

 Hi – thanks for asking. No, no luck yet. The other evening I managed to get through to a real person, who said I would need to talk to customer support. They put me through and then the line was disconnected. There is a problem here: they are trying to send  A text to unfreeze the phone, which can’t accept texts. So I’m in a sort of perpetual loop.

Any other ideas? Thanks. 

[Markierich]

Hi all -  thanks for all your help. I spoke to O2 pay-as-you-go support, and it seems that my phone should be up and running within an hour or so. I’ll moan again if it’s not. In the meantime, thanks to those who took the time to respond to my enquiries.