PAYG

[RuthyB]

Hi. My mum has broken her phone. It’s a flip top one so it’s very old!  If I remove the number on her account will she automatically be refunded any credit balance? She’s now got a new phone and number. Thank you! 

[MI5 · Accepted solution]

@RuthyB 

There are no refunds given for PAYG, sorry.

In order for your mum to keep her number and credit, she just needs to use her old sim in the new phone, if it doesn't fit, she can pop into her local O2 store for a new sim that does fit, for free.

[RuthyB]

Wow! She’s got £41 credit on there. That’s horrendous. She spilt water on the phone and it’s unusable. 

Thanks for your help though 

[MI5]

@RuthyB 

The sim will still come out though and can be swapped for a new one if needed.

Nothing has to be lost.