Cut me off

[Chloe34]

Firstly, I would like to state that I’ve never had an issue with o2 apart from now. 

my phone bill is always on time. 
woke up yesterday to find o2 have cut me off. 
I rang the customer service for advice on what to do and ask why they cut me off. 

spoke to a lady (can’t remember her name) at first she sounded like she really wanted to help 🤦🏻‍♀️ 

Told her everything that was going on with my phone, she said she’s more than happy to help. 

I explained that I brought a new phone from them and i got a new sim.. I rang them the day I received my new phone (3weeks ago) telling them my new SIM card isn’t working. In the end I hung up cause no one was helping me. 

when I spoke to the lady yesterday.. instead of helping me.. she cut me off of everything. And kept saying I needed to pay for monthly sim. I explained I have the email to prove I pay for my sim.. took her about 5 minutes to realise that I’ve already paid. She then decides to end the conversation and asks how satisfied I am with the care I got from o2!.. I literally said you’ve made my situation 10x worse and she goes “thank you, have a nice day” and hangs up! 

before anyone says anything.. Before I could receive calls and texts.. after that phone call she has cut me off completely, now I can’t receive a thing.
 what has happened to o2? 
Never had a problem before. 

[Bambino · Accepted solution]

@Chloe34 When you received your new phone and new sim you should have been advised that you needed to do a sim swap to get the new sim working: SIM Swap: a mini guide (incl eSim) - O2 Community

If for some reason you've been completely cut off you can reach O2 via social media. They should be able to get this sorted for you:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255

To call the 0800 number you can download and install Skype:
https://community.o2.co.uk/t5/Off-Topic/A-Guide-To-Skype/m-p/1305104