Phone Number Disconnected

[voldemort]

Hello,

I woke up to a message that I would be disconnected the same day. Immediately I tried to place a call to customer care and I couldn't, I also discovered that I couldn't receive calls, or send or receive text messages.

I also received an email saying my contact number was changed. I later called the customer care representative on another phone who informed me that my account had been locked due to fraud that I should contact the fraud team and that there was nothing they could do.

A direct debit was made to my account from 02 which is expected as I pay monthly using direct debit on the day before.

Is there anything else I can do?

[JP5]

Try calling O2 Direct from another phone - 

Customer Service Number Charges

From your O2 mobile	202	Free
From a landline	0344 809 0202	Standard UK rate

[MI5]

@voldemort 

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.
You can block the number that called you, or any number you think may be suspicious.
How to block a number:
https://www.samsung.com/us/support/answer/ANS00062352/
https://support.apple.com/en-us/HT201229
There are also these links to look at:
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/

[JP5]

I had said pretty much the same but  the message was deleted oddly enough. You can ring o2 from a LandLine and report the problem.

[voldemort]

I do receive suspicious texts and phone calls from scammers but I don't give out my details as I do disconnect or delete the text immediately, it has been well over a month since I received any of such so it is surprising that my account will be disconnected all of a sudden, especially after taking out the monthly payment.

[MI5 · Accepted solution]

@voldemort 

If scammers have taken a new contract with your details you wouldn't necessarily know.

You did get a message saying your contact number has changed - this is a red flag.

If O2 suspect fraud they will block all numbers on the account whilst they investigate.

[What-the-actual]

Several new contracts were recently taken out on my account. I clicked no links, gave no details to anybody. Someone called me confirming the order I had legitimately taken out the day before (how did they know). If they had my login they would have just logged in and taken them out. They knew my address, phone number and what I ordered the previous day on O2 (and had received). It smacks of some third party who gets commission. All the 'fraudulent SIMS did indeed arrive. Contacted fraud (useless) and they were stopped. As well as the legitimate pre-existing accounts I had for children. All cancelled - no warning. So stranded teenage daughter with no signal late at night. Shocking.

To make it even better, called to take out a replacement line for my daughter only to be told that because 'I' had taken out so many pay monthly contracts, I was barred for three months! What the actual?

Not sure I have seen incompetence quite this bad for some while. Utter shamble 

[Oxonian]

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@What-the-actual wrote:

Several new contracts were recently taken out on my account. I clicked no links, gave no details to anybody. Someone called me confirming the order I had legitimately taken out the day before (how did they know). If they had my login they would have just logged in and taken them out. They knew my address, phone number and what I ordered the previous day on O2 (and had received). It smacks of some third party who gets commission. All the 'fraudulent SIMS did indeed arrive. Contacted fraud (useless) and they were stopped. As well as the legitimate pre-existing accounts I had for children. All cancelled - no warning. So stranded teenage daughter with no signal late at night. Shocking.

To make it even better, called to take out a replacement line for my daughter only to be told that because 'I' had taken out so many pay monthly contracts, I was barred for three months! What the actual?

Not sure I have seen incompetence quite this bad for some while. Utter shamble 

---

@What-the-actual 

That's a duplicate post :-

Phone lines disconnected without warning and barre... - O2 Community

https://community.o2.co.uk/t5/Discussions-Feedback/Phone-lines-disconnected-without-warning-and-barr...

[voldemort]

Thanks, I have been able to get the number reconnected, however I want to ask if it is possible to get a report of what happened in the first case and what was the outcome of their investigation?

[Bambino]

@voldemort You'll have to speak to O2 about that: How to find help & contact O2: A Guide - O2 Community