Phone been cut off after agreement to pay at later date

[Pauls1979]

Prior to my bill date I phoned customer support to arrange a late payment as I had just lost my job and country was been placed in lockdown due to the Coronavirus. This was agreed bu 02 customer support. However my phone was still disconnected after a few days without any notice! I have lost a friend to the virus who I could not make contact with because my phone was turned off and I have an elderly mother who is high risk that I can not communicate with! I have trained making contact with customer support everyday now and can not get through on the phone or chat. I know this is hard times but I am completely with communication with people I love because o2 have not honoured what they agreed! Can someone please help me? I have been with 02 for twenty years and I’m disgusted I have been treated this way during such an awful period. How can I contact someone to discuss this vi have tried every number I can find. Please help

[MI5]

I'd just get a PAYG sim and put it in your phone.

[Cleoriff]

It's such a pity that while other systems on O2 are on a go slow, pulling the plug when people can't pay for whatever reason, is still working well!!!

[MI5]

I saw the irony there too, but no less than we've come to expect.....

[Cleoriff]

It's ridiculous. Other major companies are allowing payment breaks...but not O2.

The ONE good thing they could do for people who suddenly lose all form of income or are vulnerable, alone and at risk, and they blow it.

[MI5]

I quite agree.....

[Marjo]

Good evening @Pauls1979 , I just came across your topic here and was sorry to hear that your phone was cut off despite arranging a new payment date with customer service.

I have just sent you a private message here on the forum - if you still need help with this, please do drop me a reply and I'll try get someone on our end to help.

[Sensotronic]

Same to me..... money wins always. They assured me I would not get cut off and they cut me off.

no one from o2 to call or get in contact with,   Just left out to dry. Shocking behaviour 

[jonsie]

@Marjo?

[MI5]

There's a few hundred more on here in the same situation @Marjo including frontline key workers......