SIM swap woes, and non-existent customer service

[NicholasLee]

I am an O2 pay-monthly customer who has just been moved by O2 onto a new more expensive tarrif called "O2 Refresh Unlimited". They did this without my permission. (So I consider that to be fraud)

I logged into My O2 to be told that I couldn't change my tarrif within one day of the next bill.

So I waited a day.

Now it tells me I can't change my tarrif withing 15 days of a tarrif change. (i.e the change that O2 made without asking).

Being fed-up with this and with O2's excessive montly fees (for a phone that never even leaves the house due to a year of lockdown), I purchased an O2 PAYG sim to replace it.

I carefully followed the prodedure to swap the SIM (i.e. texting to 20220 and all that), only to be greeted with "Sorry, something has gone wrong, plaese call 202".
Calling 202 only takes you to a computerised voice that asks you why you are calling, says thanks, and then hangs up on you.
There appears to be no way to speak to a human at O2, and O2 appears to be able to charge me whatever arbitrary montly fees they like with impugnity, and without any recourse for the customer.

[MI5 · Accepted solution]

@NicholasLee 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to 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.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.

I'll also tag @O2Jordan for info.

[jonsie]

Another unwanted tariff change!

Unfortunately you can't just do a sim swap to go to P&G

You need to call O2 to request to change

all numbers here

Guide: Coronavirus Community Help and Support 

You need to call customer service
Advice from an O2 Guru to get through:
If you call 202, when it comes to 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.
Choose the fraud option if necessary

[O2Jordan]

Thanks @MI5,

@NicholasLeeI will send you a PM.

[MI5]

Thanks @O2Jordan