frozen number

[Grrr]

I have tried contacting customer services - useless. I have tried o2 chat - useless. I know the number of the device I am trying to use is frozen. The question is why, it was in use and had £42 credit about three weeks ago. Perhaps more importantly is just how do I get unfrozen and a proper explanation!

[MI5]

@Grrr 

You'll need to call 4445 to check your account but I'd also try your sim in another phone, in case the phone is faulty.

8.00am is the best time to call to avoid a long wait.

[Bambino]

@O2Simon or @O2Emma can you help @Grrr?

[Grrr]

MI5,

Thank you. I have done a SIM swap - no problem. I got through the interminable phone nonsense once and it stated the number was fozen. I simply want to talk to human to get it unfrozen, why is it so difficult?

Grrr

[Grrr · Accepted solution]

Well, no solution here. However, after a further two days I received a booked  call back and finally spoke to a human!

I have a Phablet that can make calls and send texts in addition to using data. I did not realise that using data only would not stop the phone being frozen. At least one  call or text must be made in every six months to stop the number being frozen. Now I know I will ensure that is done.

It is now unfrozen and credit restored.

Grrr

[MI5]

@Grrr 

Glad you're sorted but had we known what you've just told us earlier, we could have given you the answer sooner.