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Level 1: Joiner
  • 2 Posts
  • 2 Topics
  • 0 Solutions

my partner missed one payment because his sister had massive heart attack 02 was the only company that didn't care they have cut my SIMS off and told me to pay £116 plus £15 reconcidtion fee they claim yoj have one month to pay but that's wrong I contacted them 2 days after my payment date and they said you can pay in full but your services will mot work I could only have INCOMING calls the woman was rude and I think she had bad day because she sounded heartless. So I had to report 02 to OMBUSMAN and getting my solicitor on the case .so mow I cant use my phone to see if my sister ok WELL DONE 02 ALL YOUR INTEREST IN IS MONEY .

Message 1 of 4

Level 94: Supreme
  • 111837 Posts
  • 800 Topics
  • 6581 Solutions

Hi @Heartless 

Sorry for your troubles but you can't expect O2 to know of your personal problems. Also had you set up a direct debit this wouldn't happen.

No point going to the Ombudsman or a solicitor before you follow the official complaint route. 

Although, as you didn't pay your bill on time I wouldn't waste time going to either.

This looks like something you’d need to call O2’s Payment management team about. You can reach them by calling -0800 902 0217.

 If you have no access to a phone then use Skype to call - 0800 032 1402

A guide to Skype here USING SKYPE

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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call


If you message O2 on Facebook ( , Twitter ( or Instagram ( , they should be able to help you with this

Veritas Numquam Perit

Girl in a jacket
Message 2 of 4

Level 67: Unsung hero
  • 5627 Posts
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  • 1815 Solutions



I'm not sure what your solicitor will do apart from wasting your money, and the ombudsman won't care.  The agent is working to the rules, and you haven't followed the correct process...  


For it to get to the reconnection stage it has got to a very late stage in the process, and is over 1 month late.


Unfortunately this is something where the minority spoil it for other people, as I have heard customers in other call centres use all sorts of excuses to get out of paying for things and 99% of them you can tell are lying.. 


Contact Payment Management sooner rather than later, as the next is the debt collectors hounding you for payment.

Current Phone: Sony XPeria Pro-I and Motorola Razr 5G
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

We are all customers and dont have access to any o2 accounts

Message 3 of 4

Level 45: Knowing
  • 8661 Posts
  • 82 Topics
  • 255 Solutions

Hi there @Heartless 

Welcome to the O2 Community Forum

We are a customer community to give help and advise where we can.

So very sorry to hear of your difficulties. All companies will work their rules. 

As stated from our community member @Cleoriff use the payment management team

try and get back on track as best you can.  All the best to you and hope all will go better for everyone

before too long.


Message 4 of 4