O2 and Virgin media combined bundles. Also dropped hand set

[Tess22]

Good afternoon

I'm having to email on my laptop as I dropped my mobile today and cannot use it properly.

My handset is old and the contract is paid on that. I pay for airtime via monthly direct debit.

However, Virgin media tell me that part of my TV and broadband bundle includes a free 5G SIM and they work in conjunction with O2 to provide this. If that is so, I could cancel my direct debit with O2 couldn't I?

But now I probably need a new handset unless it's just a case of replacing the screen.

This SIM has a number different to the one I've had for a long time and which I wish to keep.

Please can you help with any of this?

I am not tech savvy so please be kind !!

Tess Dixon

[Bambino · Accepted solution]

@Tess22 The physical 5G sim may be free, but the contract you take isn't. If your damaged phone is old a 5G sim won't matter anyway. You'll need a new phone that's capable of receiving the 5G signal. If you look on your MyO2 page you will see if you can get an upgrade to a new phone.

If this confusing for you, contact customer service. If you cannot use your phone, download Skype so you can call the O2 0800 numbers for free: Guide: A Guide to Skype 

Call 0800 032 1402 from any phone or numbers here: Guide: Coronavirus Community Help and Support 
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 the O2 sales team via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255