02 cut me off again. Unable to speak to anyone again

[Pauls1979]

So again o2 has cut me off completely again. Not even allowed me in coming calls. Dispite having a pre agreed arrangement in place.

Again I am now in a position where I can’t contact my elderly mother who is self isolating alone in another city. I have now lost communication with family, friends and my support network who gets me through my mental health issues. I have had three letters through the door from o2 saying I have 5 days to pay. They have blocked my device from making or receiving calls and they will send my account onto a debt collection agency.
I have tried every number I can to speak to someone but it just keeps telling me to go to my account and then cuts me off.

The o2 automated service is a disgrace! I have been with 02 for over 10 years and this is how I’ve been treated during a time that communications are essential not only for my own wellbeing but my loved ones too. It’s disgraceful and I hope the nation can see what a disgusting operator o2 is!

Of all the companies I have been in touch with during this national emergency 02 is the only one that is unwilling to actually help.

You can make your threats to sell my debts because by the time all this is over, I’ll have strung myself up and you can try get your money from a a corpse! You have left me totally alone! Totally isolated and it’s totally unforgivable!

I wouldn’t of renewed my contract before Christmas if I would have known how very little your customers mean to you

[jonsie · Accepted solution]

Sorry for your circumstances @Pauls1979 

Call any number in the link

Your phone will still get restricted automatically as no one has the relative skill to override the system. You will need to call again to be reconnected

You need to call O2
Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808

[jmf]

I thought I was the only one having that same problem but I am cancelling my account which like you I have had for over 10 years and the only people at this time who I have had trouble speaking to any one.

Hope they sort you out soon.

[Bambino]

@Pauls1979 You can download Skype and buy credit to make local calls inexpensively. You can even get a phone number temporarily so people can call you. You can also call O2 customer service for free using Skype. You're not completely cut off.

https://community.o2.co.uk/t5/Off-Topic/A-Guide-To-Skype/m-p/1305104/highlight/true#M181823
https://support.skype.com/en/faq/FA256/how-do-i-get-a-skype-number

@jmf If you cancel your account without paying off what you owe you will be inviting more problems. Your decision.

https://community.o2.co.uk/t5/How-to-Guides/Cancelling-your-contract-An-updated-guide/ba-p/1234852

[Pauls1979]

Thanks for your help. I have managed to speak to someone now.
I used the option to report a fraud or theft and was answered almost instantly and was then passed through to the payment team.

Again the call centre staff was great. It’s such a shame that o2 as a company are letting there customers down in such bad times.

As I said above, the fraud line isn’t the correct route to make contact but it worked for me and I really hope that it helps anyone who is desperate to make contact regarding there account