PAYG sim disconnected

[Spud17]

My Classic sim has been deactivated after about 4 years.

The sim had been used for sending texts during the last month and last received a text on 6th November 2024, My account is about £7 in credit.

I cannot access the MyO2 app on my phone.

I've been able to get into my account via the browser and then by using email and another mobile number I can see all my details, which are there and correct.

The account reports that here are NO services or products associated with this account???

Next move please?

[MI5]

@Spud17 

You need to make a chargeable call at least once every 6 months.

Texts are not enough.

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

[Spud17]

I'm sorry, but I've made calls within the last 6 months.

Your advice is at odds with the O2 website, it states "chargeable activity" and not "calls".

Classic Pay As You Go

With Classic Pay As You Go, you pay for what you use, as you go. The minimum top up requirement is £10.

If you don’t top up, add a Bolt On or carry out any chargeable activity at least once in any six month period, your O2 Pay As You Go sim card will be disconnected and you’ll lose any remaining credit on your account. Terms and conditions.

[MI5 · Accepted solution]

I am aware of what O2 say and what the difference is between that and what they do.

They are deliberately making it difficult for PAYG users, especially those on legacy tariffs.

You still need to contact O2 anyway to get reconnected but I guarantee you'll get a hard sell to take a monthly sim only contract.

[Spud17]

Thanks. I've been able to get my account back after 4 attempts

I've been told that I need to top up now to finalise the reactivation, not happening.

I've been told all sorts regarding the usage requirements, top up every 2 to 3 months, every 6 months, calls and texts both count etc.

Also as predicted I was told by one CS that PAYG is no longer a thing and I needed to take out a contract!

@MI5 please could you summarise what you know regarding usage/top ups?

[MI5]

@Spud17 

As I said above.

A chargeable call at least once every 6 months, however, knowing how they are trying to get rid of legacy PAYG customers, I'd advise every 3 months now.

Obviously you only need to top up when required to make the call. The requirement to top up is only related to big bundle tariffs.

[Spud17]

I'd already set up a reminder on my phone and have now adjusted it to every 3 months for a chargeable call and not just a text. 

Thanks

[MI5]

Very wise @Spud17