Swapping from o2 monthly to pay as you. Keeping same number

[Selena]

Hi I really need some help. My monthly contract ends on 30th April. I have ordered a pay as you go sim as it’s a better deal. However I can’t contact o2 customer service because of the virus. Tried ringing 202 like it says but I get cut off as it’s not an emergency. Everytime I look on there site for how to keep my number it just sends me back to ring 202. Please can somebody help as to how I keep my number with o2 and to change from monthly to pay as you go. The help will be very much appreciated as I am getting extremely frustrated with being sent round in circles. Thank you

[gmarkj]

You will need to speak to customer services to move from pay monthly to pay as you go.
Once you receive the PAYG sim, top it up and make sure it works. Then call one of the numbers in the link below.
Use any option to get through to someone.

[Selena]

Hi thank you for your reply. I already have a new sim. I cant get hold of customer service due to this virus as stated above as it’s not classed as an emergency. I can’t get hold of anybody at o2. Even web chat is turned off.

[Selena]

Hello also you haven’t posted a link for me to click on. Many thanks

[jonsie]

Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808

[gmarkj]

Yes I did.

It is in my signature so I don't have to copy and paste each time I reply.

[Selena]

So what you are saying is that I’m stuck having to pay for a contract that I do not want. I’ve had a look on the link and under things we can’t do is change our contracts and keep our number

[Selena]

It’s not appeared on my side so I can’t view that. There is no link for me to click on

[gmarkj]

To do that you would need to call @Selena.
While it is not an emergency if you do nothing then you will be out of pocket. To me that classes as an emergency.
You might need to try a number of different options to get through.
As to why it was not there, it might be because my signature does not show in mobile view. Will have a look and see if I can fix that...

[Selena]

Thank you for your help