Solved: I have received a suspicious email from O2

mary_gg · ‎20-04-2023

I signed up to O2 in January for a monthly SIM only plan for the new iPhone I had bought. I have just received an email from O2 stating "That new phone you ordered is being set up right now. And we've added all your confirmation documents to your My O2 account, so you can view them at any time." I haven't ordered a new phone (why would I), and when I logged into my O2 account there is nothing in the Orders section or the Documents section about any of this. I have tried a Chat but no agents were available. Is this a scam? Can anyone explain what is going on please?

Bambino · ‎20-04-2023

@mary_gg Do not rely on Live Chat. Call customer service asap.

Call 202 from your mobile or 0344 809 0202, 0800 902 0217 or 0800 032 1402
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 someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

Also take a look at these links:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

I DO NOT WORK FOR O2

View solution in original post

Bambino · ‎20-04-2023

@mary_gg Do not rely on Live Chat. Call customer service asap.

Call 202 from your mobile or 0344 809 0202, 0800 902 0217 or 0800 032 1402
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 someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

Also take a look at these links:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

I DO NOT WORK FOR O2

MI5 · ‎20-04-2023

@mary_gg

Hopefully you didn't click any links in the email or log in to your MyO2 from the email?

If you did, change your O2 password immediately by logging into your MyO2 from a safe link such as this https://mymobile.o2.co.uk/

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

mary_gg · ‎20-04-2023

Fortunately I haven't clicked on any of the links in the email, I logged in to my O2 account from my browser. The worrying email says it was sent from o2shop@o2mail.co.uk which seems genuine. I will get in touch with O2 when I can.

MI5 · ‎20-04-2023

Good to hear @mary_gg

Hope it gets sorted for you.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

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