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Get O2 to do their job and unfreeze an account.

Alastair121
Level 1: Joiner
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My PAYG phone has been frozen despite £37 in credit and in use.  Phoned customer service 4 times, Thursday, Saturday, Monday and Wednesday.  All say the phone will go live in 24 hrs but nothing happens.  Tried an O2 shop who claim the number does not exist.  How can O2 completely delete my number and lose my money? O2 have no escalation service can talk to as clearly something is wrong in their systems.

 

Heading out to buy  PAYG SIM from another company and I'll never use O2 again. 

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Cleoriff
Level 94: Supreme
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@Alastair121 

You need to contact payment management.

Details here Guide: How to find help & contact O2 

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

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

Best time to call is around 8.00am

You can use Skype to call Guide: A Guide to Skype 

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MI5
Level 94: Supreme
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@Alastair121 

It's all part of their master plan to get everyone off PAYG before they shut it down completely.

There's no money in PAYG for the networks these days, in fact, it costs them to run.

Not sure the contract payment teams can help but you need to persevere with PAYG CS on 4445 or keep pestering the social media teams. That's all assuming you've not already gone elsewhere?

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.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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