living abroad and getting hold of O2 customer service

[MelHux]

So Ive been living in Australia (a lot longer than I thought I would - 6years now!) and I have kept my mobile active whilst away for the trips back I do once/twice a year.
Ive always seen two charges come out of my UK account. One for £19.99 and the other for £16.99.
I dont know what the £16 one is and I cant seem to find that information on MyO2... I have no boltons and the very basic of services.... so why am I paying this £16 every month?
I cant download the app because of being in the wrong region for the apple store and I cant get hold of customer service via phone even when I stay up until midnight to do it (time difference)
Is there no email address overseas customers can use during this period of restricted hours you have for your customer service team???

[O2Sophie]

Hi, @MelHux ,

Is it a pay monthly contract or a pay and go you top up online?

[jonsie]

Do you upgrade your phones through O2?

Two payments usually means a Refresh contract where you pay for the handset and the airtime seperately.

[Bambino]

@MelHux Use Skype to call any of the numbers within this link. A guide to using Skype is there too.

Guide: Coronavirus Community Help and Support 

Because you're not buying anything, O2 doesn't consider your call important, so use the Lost/Stolen or Fraud option if you have to, to get through. Otherwise you'll just be disconnected.