02 refresh

[Veritykerr33]

Iv just ordered another handset to add to mine original one and the email Iv recurved says it’s a refresh I didn’t want refresh on my original phone number just a completely nee number nd handset added to my account?

[MI5 · Accepted solution]

@Veritykerr33 

All o2 contracts are refresh but if you just ordered on your current login it may have upgraded you so you'll need to call customer service.

Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, 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 you have to, to get put through to someone.