Fraudulent order

[MrsH2]

I’ve just received an email confirming an order for a new phone that I haven’t ordered and have now lost all coverage on my existing phone. I upgraded my phone last week and that order is on my account as completed - this is a new order. I can’t speak to anyone online and I’ve been on hold for 30 minutes on the phone. Does anyone know how I cancel this order and report it??

[Enlli · Accepted solution]

You may be Victim of a Scam. Check your account and change all information with regards to passwords, memorable data etc.

Check your bank too

I'll tag an advisor

@O2Emma can you look into this

Phishing, Smishing & Scams. Latest info & advice. 

[O2Emma]

Hi @Enlli I will pick this up thanks.

@MrsH2 I will send you a private message to look into it for you.

[MrsH2]

I’ve replied to your email. I can’t reset my password or anything on my account as it needs to send me text messages as a security check and my phone no longer works since this fraudulent order was placed 

[MrsH2]

I can’t change any passwords on my o2 account as they need to send me a text message to verify it and I can’t receive any messages now as I’ve lost all coverage. I haven’t opened any suspect emails, haven’t spoken to anyone on the phone and my current password is still the same on my o2 account - it’s all very strange. I upgraded my phone online last week and collected it from an o2 store, then today another order had gone through for the same handset which is apparently a replacement, and I’ve lost all service on my phone. I’m stumped!

[Enlli]

As to why a replacement, I'm not sure. As to why you are cut off is you are another victim of O2's crazy system of disconnecting a phone / SIM when a replacement is sent out.

[MrsH2]

Is there anyone I can contact about my phone, or should I say lack of phone?? I have been without a phone since Monday now due to o2’s mistake and I’ve had enough. An order was mistakenly put through on my account that I didn’t make on Monday, and since then my phone has stopped working, as if my number has been disconnected. I’ve got a new SIM card and it’s not made any difference. I can’t even contact anyone in an emergency. It’s absolutely ridiculous.

[madasaf1sh]

@MrsH2 

You need to call o2 to activate the new sim card, use another phone such as a land line and call 0344 809 0202 and they can activate it for you... 

Also it is possible the people who ordered the new phone, have taken over your account, and got a new sim card, so you need to speak to o2 asap...

[MI5]

Best to stay on one thread to avoid duplication of answers https://community.o2.co.uk/t5/Tech-Support/Fraudulent-order/td-p/1604087