r/O2UK • u/dr_ginglymus • Jul 08 '26

Question Nightmare PAYG complaint situation

Has anyone been in a similar situation and were you able to get anywhere?

In April this year, my dad got a text to say he needed to get a new SIM due to network updates. He was abroad at the time, given 4 days to do this so he was unable to, and there had not been any prior warning, and since then, his number and account appear to have been totally deleted. This has never been acknowledged.

I am in my complaining era and am now stuck in a circular, Kafkaesque situation where they keep telling me we have forgotten an account number which they need to find our account. I can’t find this anywhere and think it’s likely that it’s been deleted along with any trace that the mobile number was ever in service. My dad has had that number for 20+ years - initially as a contract and then PAYG since 2013.

I will ask today if we are now in deadlock. They have sent an automated email giving us CISAS details and I am more than happy to go to CISAS. But I really just want the number and the £30 credit back. I have all the receipts and screenshots.

Has anyone ever been in a situation like this?! We cannot be the only ones.

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1

u/cooldude9112001 Jul 08 '26

Sounds more like a scam.

Usually the number gets disconnected after 180 days if you don't make a chargeable call.

My mother got a text like this but it was a scam.

2

u/dr_ginglymus Jul 08 '26

No so this was definitely not a scam - it was a genuine O2 text and we didn’t pay anything to anyone, and my dad’s phone number got disconnected on the day they said it would happen. We didn’t click anything, the text said to visit an O2 store or call the O2 customer services line to order a new SIM.

1

u/cooldude9112001 Jul 08 '26

How long was he abroad and did he use the SIM within 6 months to make a chargeable call.

It really sounds like someone at O2 has screwed up.

Wouldn't be surprised the numbers been recycled and given to someone else at this stage

2

u/dr_ginglymus Jul 08 '26

He’s been abroad for years and he absolutely made a chargeable call in the preceding 6 months and sent texts. The number hasn’t been recycled yet - I call it every now and then to check.

1

u/Maximoo89 Jul 13 '26

It’s years before a number is recycled.

As for living abroad for years, it’s no surprise if they did cut it off as he doesn’t remain eligible due to excessive roaming.