Started new tariff but trying to get help is hard

[jools64]

Presently a pay-as-you-go customer but I decided to pay for a monthly tariff on 4th November. I have been recieving texts and emails from O2 about the order number, the SIM card number and that the direct debit has been sorted. But I have yet to receive the SIM and received a message yesterday saying my current number will be disconnected on the 12th. I rang O2 about this because I want to transfer my existing number which is with O2 onto the new SIM and as I said I haven't received it yet. All the people I talked to today couldn't give me a answer and because of the system they have, when asking for my information for security and wanting to email me a security code.. none of the emails came through. They asked for the last three digits of my bank account, and that didn't match what they had. I asked if they knew my email address was input correctly and they couldn't say because they didn't have that information. They couldn't send a code to my current number, only to the temp number on the SIM card, which I haven't got. So it was a real mess with no answers. Even on the O2 app and the website there is nowhere I can check my order etc.. it just shows me as PAYG customer and I cannot check the order number I have. The last thing I was told is wait for the SIM and use that to contact them.. at this point I was going to cancel the order because of all the rigmarole. But I still have to wait for the SIM card and use that to cancel etc. And I still don't know if my existing number will get disconnected. It is good that O2 protects their customers information but it isn't good if the people trying to help don't have the information they need. I'm very frustrated.

[MI5 · Accepted solution]

@jools64 

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) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

[jools64]

I was just wondering if anybody else had had this same problem when contacting O2 and also looking for a little sympathy perhaps. Thanks for the links, I might that a go.

[Enlli]

@jools64 Yep, try one of the social media links. They are UK based

[MI5]

We have full sympathy for any customers trying to get help here.

Unfortunately our hands are tied as far as account access is concerned so can only advise you on the best ways to do so.

[jools64]

I am trying that now, talking to them on twitter, having the same issue I did yesterday. They send a secure code, it doesn't come through..

[Enlli]

When I contacted them they were preferred to send to my registered email, although that's not standard procedure