Phone Number has Changed

[Robb76]

I received an email today saying that my phone number has been changed and to get in touch if this was not me. Because of this, I have been unable to make any calls/use data, and whenever anyone calls me it says they have dialled an incorrect number. 

I am unable to use the O2 app, it has deleted itself from my phone and will not let me log in. When trying, it sends a security code to my phone so the number must be linked somewhere (!), but will not allow me to input this online and simply says “we have sent a security code to - “ and the rest is blank. 

I have had no luck with getting help online, as it just directs me to the O2 app which does not work, and I have been stuck in a que for ages on the phone line. 

Has anyone got any advice or an idea of what has happened here? 

[MI5]

@Robb76 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Guide: How to find help & contact O2 

[Robb76]

Thank you for your response. I am aware that no one on this forum can access my account, hence why I did not provide my account details and simply asked if anyone has any idea of what may have happened from their own experiences whilst I continue to attempt to get in touch with O2. As also stated, I have made numerous attempts to get in touch with O2 today to no avail, but I appreciate the extra links you have sent (I have had no luck with them either). 

[MI5]

It's not an issue that we have seen here @Robb76 or I would have said so.

The only similar possibility is a malicious sim take over.

Have you had any calls recently regarding your account or access to your MyO2?

I gave the social media links as possible ways to contact which avoid sms verification.

You can also go in store with ID to prove who you are, to se if they can see any reason why.

Good luck.