Lost pay and go SIM

[Steph5]

Hi,
I’ve recently moved abroad and have misplaced my PAYG SIM. Haven’t used the phone since being in the U.K. in December and cs won’t send me a new one until I provide them with the balance or the ssn which I do not have. Can anybody help? Thanks

[Cleoriff]

Hi @Steph5 Have you reported it via this route https://community.o2.co.uk/t5/How-to-Guides/Lost-or-Stolen-O2-Device-How-to-Report-it/ba-p/1023988

O2 wont send any new sim to a non UK address so you could ask one of your UK friends to accept it on your behalf. Then they can send it on to you

[MI5]

There should be other ways to confirm your identity.
Have you actually called or used live chat?
https://community.o2.co.uk/t5/Other-Products-and-Services/Lost-or-Stolen-O2-Device-How-to-Report-it/...

[Steph5]

I've called customer services and they said they need the exact balance which I don't have so they told me they can't send a new one through. So frustrating they said they will just disconnect my number after 6 months of no use and I won't be back in the UK until end of July to go to a store! 

[Steph5]

Yes called and used live chat... they said there is nothing they can do unless I provide them with those details. I had the SIM on a Pay monthly for 6 years previous and only turned it to PAYG while I was living abroad so that I didn't lose my number.... although it now seems as though I'm going to lose it anyway! And if that is the case I will certainly be looking elsewhere for a contract when I move back to the UK.

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@MI5wrote:
There should be other ways to confirm your identity.
Have you actually called or used live chat?
https://community.o2.co.uk/t5/Other-Products-and-Services/Lost-or-Stolen-O2-Device-How-to-Report-it/...

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[MI5]

I'd make a complaint as they may be a bit more flexible.
Last top up amount an when and a regularly called number is usually sufficient https://www.o2.co.uk/how-to-complain

[jonsie]

Hi are you not registered for My O2 as you can see everything you need in there including the balance? 

[Marjo]

Hi @Steph5, as it's been a while since you posted, I just wanted to check if you made any progress with this? It would be great to hear how you're getting on.