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Account Issues

Level 1: Joiner
  • 2 Posts
  • 2 Topics
  • 0 Solutions

Since joining O2 from another provider I have loved it. I was on a rolling contract of £12.99 a month, but decided to upgrade to a new phone & contract, which I did. The new phone arrived and contract etc was adjusted on the app and website accordingly. I decided unfortunately to return it (my fault, wanted more storage). I posted it off. The phone should be received in a few days. My account obviously shows the new contract, but I explained on the telephone that it was getting returned. The account (Online (Windows) shows that it is making adjustments to my account. The app now shows I can download a eSim for my number (I tried this doesn't work). I have been without the number I use for everything for around 3 days now. I have had to get a PAYG number to just use my phone. The reason being my Apple ID requires a code from my old number in order to access, so that is now in account recovery (provided a new number to receive the code). In a nutshell I thought logically that once the new phone has been received back at the depot, my account will return to the previous contract and then I could think about upgrading again. But the lady of the phone said my contract will still show the new contract, but I may receive recompense for the missed days. I also do not want a eSim, i want a physical sim, but the lady also could not and the gentleman at the shop could not activate a new sim assigned to my number because my account was locked. 


In layman's terms:- Return of new phone, contract to go back to old contract, physical sim to work, and must keep my number, then and only then I can upgrade again. But I seems either I have done something wrong or I can't get across what I'm trying to get across. Also the PAYG sim I had to purchase, my thinking was that it would show on my O2 account as well as the contract number I have, but it doesn't seem to.



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Level 84: Resplendent
  • 23217 Posts
  • 1030 Topics
  • 3693 Solutions

@CJ10 This is not O2. This is a customer community. We cannot do anything about account issues.

You need to speak to customer service.
Call 202 from your mobile or 0344 809 0202, 0800 902 0217 (Payment Management) or 0800 032 1402
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 the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (, Twitter (now X) (, or Instagram (


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