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Level 1: Joiner
Posts: 3
Registered: ‎08-11-2015
Accepted Solution

Phone broken down

I am staying in France. My phone has broken down. I have an old iPhone I could use but it takes a smaller sim card. I tried cutting down the other one with scissors but that didn't work. So I need to order a new sim.

 

But when I go to MyO2 to order one it won't let me put in my current French address without my receiving a code on my phone. Which I can't do as my phone is broken

 

There's a phone number for customer service but again my phone is broken.

 

I'm handicapped and it's not easy for me to get out. I feel really stuck. What can I do?

Posts: 116,782
Topics: 575
Solutions: 16,224
Registered: ‎04-04-2012

Re: Phone broken down

@PearsonBrown 

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
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 someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

But they will only post to your UK address.

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 1: Joiner
Posts: 3
Registered: ‎08-11-2015

Re: Phone broken down

Thank you for your help.  But my phone is broken, I cannot make calls.

 

I am an elderly handicapped person living on my own and self-isolating.  

But if they won't send me a new sim card to France, there's not a lot of point. How could I cancel this contract if I don't have access to a phone?

Posts: 116,782
Topics: 575
Solutions: 16,224
Registered: ‎04-04-2012

Re: Phone broken down

@PearsonBrown 

You can use Skype to call.

The details are in the link I gave you.

Otherwise, to cancel, you should write a letter and send this by RECORDED DELIVERY to the following address:

Telefónica UK Limited
Correspondence Department

PO BOX 694

Winchester

SO23 5AP

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Posts: 100,791
Topics: 768
Registered: ‎14-01-2013

Re: Phone broken down

@PearsonBrown 

You could contact O2 via Skype. All details in the guide above.

*The Game Is On*

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Level 1: Joiner
Posts: 3
Registered: ‎08-11-2015

Re: Phone broken down

Thank you so much for your help.  I would never have thought of Skype on my own. 

I know you are volunteers and it is much appreciated.

Posts: 116,782
Topics: 575
Solutions: 16,224
Registered: ‎04-04-2012

Re: Phone broken down

You're welcome @PearsonBrown 

Hope you get sorted.

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)