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Help. Phone is dead. Need to upgrade to a new one, live chat not answering

CAJ64
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My phone was water damaged and is dead.  It was fully paid, I only had an airtime plan.  My account says I can upgrade, I select a phone to buy with a device plan, but it requires a new airtime plan.  Fair enough I guess, but I can't check out, because it's asking to authenticate my account by sending me a text but MY PHONE IS DEAD.  What the hell are you meant to do in these circumstances - it must surely be a common issue?  Can't get hold of them on live chat.

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Cleoriff
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@CAJ64 

I said call in case you had access to another phone or a landline. Usual advice. However, ALL numbers including live chat are in the link I provided. So yes, I did read your post @CAJ64 

 

If you can't go instore, I'll tag one of our O2 Advisors to see if they can help.

@O2Ellie @O2Lisa  are you able to assist here?

 

*The Game Is On*

Girl in a jacket

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Cleoriff
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@CAJ64 

You need to call O2

Numbers here Guide: Coronavirus Community Help and Support 

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 an advisor.

Press Upgrade, Lost/Stolen if you have to.

*The Game Is On*

Girl in a jacket
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CAJ64
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Erm, read my post.  My phone is dead.  I CANNOT CALL O2 since I don't have a working phone.  The live chat isn't working and I can't find an email address

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MI5
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Live chat has been known to pop up when searching in the shop pages @CAJ64 

https://www.o2.co.uk/shop

Unfortunately there is no email address available for this.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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CAJ64
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Oh yes it popped up alright but it's not 'live' it is more like dead.... just a blank popup with "Please wait...." and nothing happens.  

 

I think O2 just lost a customer.

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Cleoriff
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@CAJ64 

I said call in case you had access to another phone or a landline. Usual advice. However, ALL numbers including live chat are in the link I provided. So yes, I did read your post @CAJ64 

 

If you can't go instore, I'll tag one of our O2 Advisors to see if they can help.

@O2Ellie @O2Lisa  are you able to assist here?

 

*The Game Is On*

Girl in a jacket
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O2Ellie
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Thank you for the tag @Cleoriff 

 

 

@CAJ64  I will private message you now to help you further.

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gmarkj
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You can take you sim card out to use in another phone @CAJ64 (assuming you have one, or can borrow one) - that way you can receive the messages you need...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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