Help. Phone is dead. Need to upgrade to a new one, live chat not answering

[CAJ64]

My phone was water damaged and is dead.  It was fully paid, I only had an airtime plan.  My account says I can upgrade, I select a phone to buy with a device plan, but it requires a new airtime plan.  Fair enough I guess, but I can't check out, because it's asking to authenticate my account by sending me a text but MY PHONE IS DEAD.  What the hell are you meant to do in these circumstances - it must surely be a common issue?  Can't get hold of them on live chat.

[Cleoriff]

@CAJ64 

You need to call O2

Numbers here Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

If you call 202, when it comes to 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 an advisor.

Press Upgrade, Lost/Stolen if you have to.

[CAJ64]

Erm, read my post.  My phone is dead.  I CANNOT CALL O2 since I don't have a working phone.  The live chat isn't working and I can't find an email address

[MI5]

Live chat has been known to pop up when searching in the shop pages @CAJ64 

https://www.o2.co.uk/shop

Unfortunately there is no email address available for this.

[CAJ64]

Oh yes it popped up alright but it's not 'live' it is more like dead.... just a blank popup with "Please wait...." and nothing happens.  

I think O2 just lost a customer.

[Cleoriff · Accepted solution]

@CAJ64 

I said call in case you had access to another phone or a landline. Usual advice. However, ALL numbers including live chat are in the link I provided. So yes, I did read your post @CAJ64 

If you can't go instore, I'll tag one of our O2 Advisors to see if they can help.

@O2Ellie @O2Lisa  are you able to assist here?

[O2Ellie]

Thank you for the tag @Cleoriff 

@CAJ64  I will private message you now to help you further.

[gmarkj]

You can take you sim card out to use in another phone @CAJ64 (assuming you have one, or can borrow one) - that way you can receive the messages you need...