Data Sharing and refresh contract anomaly

[Bal1]

I will try and keep this brief. I was on a Data Sharing contract for many areas for a family of 5. That contract seems to now be discontinued and we have been migrated to individual accounts I think - I seem to be limited to 30GB, while the others are on 60GB. I seem to be paying twice as much for them on a sim only contract as the refresh element was paid off years ago. I have been into the local O2 store who basically said to call customer services, because they are a franchise and would ideally sell me a new sim only contract. I have been on the MyO2 portal and cannot find a way of contacting O2 to get an answer except through this. I seem to be going round and round - can anyone help!

[MI5 · Accepted solution]

@Bal1 

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[Bal1]

Thank you MI5 - finally got through to someone and after talking to someone, was a little annoyed that I been paying 2-3 times as much as I should have been for the last few years, after the refresh element had been paid off years ago - did get through to a very helpful person who spent time with me going through all the contracts and phones in my family share group to come up with a tailored and very acceptable tariff package for them all. So ended up pleased, but only after talking to an O2 person, rather than a franchised shop or chat facility.  Thank for helping me get through to someone MI5 really appreciated

[MI5]

You're welcome and glad you got a good deal.