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Anonymous
Posts: 0

Sim card disconnected due to breach of pay as you go t&c

Hi
My daughter is on o2 unlimited and tops up regularly every month. Yesterday her sim was disconnected while she still had £13 credit. After calling 02 customer services it was reconnected and she had to top up again £10 to get back on unlimited. We were told there was no reason for the disconnection and 02 would investigate.
This evening the same thing happened again only this time we were told she has 'breached pay as you go terms and conditions. do not reconnect or transfer credit'.
I have not got a clue what is going on. Anyone else been in same position & can offer advice?
Posts: 84,068
Topics: 580
Solutions: 4,254
Registered: ‎04-01-2009

Sim card disconnected due to breach of pay as you go t&c

[ Edited ]

You need to find out exactly how the terms and conditions have been breached' If you can't get an explanation from customer service, ask to speak to a manager.

If they won't offer explanations, then I would put in a written complaint asking for valid reasons why O2 will not reconnect or transfer credit. They must deem it serious but you are owed an explanation.

Some useful reading here.

Write to :

complaintreviewservice@o2.com



Complaints Review : 0845 3300684 Write this number down as it may be deleted.

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP

http://www.o2.co.uk/how-to-complain



Tell them:
• Your name and address
• Your mobile and account numbers
• A daytime phone number
• A suggestion of how they can put things right

Hope this helps.
Please post back with the outcome as it may well help someone else.

Anonymous
Posts: 0

Sim card disconnected due to breach of pay as you go t&c

Thank you Smiley Happy
Posts: 84,068
Topics: 580
Solutions: 4,254
Registered: ‎04-01-2009

Sim card disconnected due to breach of pay as you go t&c

Anonymous
Posts: 0

Sim card disconnected due to breach of pay as you go t&c

I just had a look at the Pay and Go terms and conditions, where the reasons for disconnection are listed. Steve is right, the reasons they will disconnect for are serious. So I would definitely ask why.
Posts: 84,068
Topics: 580
Solutions: 4,254
Registered: ‎04-01-2009

Sim card disconnected due to breach of pay as you go t&c

Anonymous
Posts: 0

Sim card disconnected due to breach of pay as you go t&c

dont think thats a valid email address for o2...

any official o2 email address should end @o2.com

@o2.co.uk just means its a free account setup on the website
Posts: 84,068
Topics: 580
Solutions: 4,254
Registered: ‎04-01-2009

Sim card disconnected due to breach of pay as you go t&c

dont think thats a valid email address for o2...
any official o2 email address should end @o2.com
@o2.co.uk just means its a free account setup on the website


Cheers, edited!
Anonymous
Posts: 0

Sim card disconnected due to breach of pay as you go t&c

usually a breach means she may have exceeded fair usage on more than one occasion - despite a text notification having been sent

before writing in i would speak to customer care again as there should be a note in regards to it
Anonymous
Posts: 0

Sim card disconnected due to breach of pay as you go t&c

Thanks guys
Have had one response to an email stating she has "breached airtime t&c, in particular gsm gateway policy".
Have no idea what this means though and no reply to my query about it either.