Family cancellation

[Timothyward]

Please help.

We are a family of four and for historical reasons I have an O2 account and my wife and two children have some sort of linked O2 accounts.

we have all been o2 customers for 10 years plus

recently my wife has received multiple letters saying that her billing tariff was being discontinued and she needed to contact o2

at first we thought this was a scam

eventually we tried multiple times to contact o2 but passed around with no resolution 

the latest letters are saying the service will be terminated tomorrow.

not impressed at all. What do we do? Would prefer to keep numbers and refresh with o2 but seemingly impossible?

[Cleoriff]

@Timothyward 

You need to contact payment management.

Details here Guide: How to find help & contact O2 

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

[MI5 · Accepted solution]

@Timothyward 

You need to ask to be transferred to the legacy accounts team.

Any accounts that failed the automatic migration need manual intervention to transfer and O2 won't do it without speaking to the account holder.

Guide: How to find help & contact O2