Disconnected even though bill has been paid in full

[Rw45768]

My bill has been paid in full yet I do not have any network access, no data, no facility to send texts or make outgoing calls. If I try to make a call it directs me to a payment line where I get told to make a payment for 0.00. This call then hangs up on me. I can’t get hold of anyone. I have posted on social media but no response, I can’t dial out to speak to anyone at o2. Highly frustrated and upset as this has been ongoing for 2 days now. I’m paying for a service I am not receiving. Please anyone help? I have turned phone on and off, changed network settings but nothing is turning it back on. I fear it’s an o2 issue that only they can resolve yet there are incredibly elusive!

[Cleoriff · Accepted solution]

Hi @Rw45768 

You need to borrow a phone, use a landline or Skype to contact O2

All numbers and info in this guide Guide: Coronavirus Community Help and Support 

Currently the best number to call is 0800 587 4005

[bigdavie88]

You may have a bar added to your account. Are you on refresh?....Maybe you have a balance on your phone plan. How long was your bill not paid for as you may have been disconnected due to length of time.

I would recommend calling them on 0800 587 4005 from a landline or someone elses mobile. Its a free call but best to give them a call.

[Rw45768]

Thanks both, I’ve downloaded Skype and used the number provided to get through to an o2 representative straight away! Borrowing a phone wasn’t an option - I live in the sticks! All sorted now, apparently a bar was added at the exact same time I paid online which meant that the bar was in place & didn’t lift - bad timing / coincidence!

[Cleoriff]

So pleased it's sorted @Rw45768 

[Emma70]

Sometimes it can take up to 24 hours for it to update with o2 but they always say to just keep turning your phone off and on until that time is up before they intervein 

[Oxonian]

I hope that this problem has been sorted @Emma70 as this thread is nearly five years old ! 👍