O2 Cannot 'pass' security

BlahDeeDah

Hi,

The Question:
Anyone ever had an issue with getting through O2 security questions?

The Story:
My wife's phone broke, had no insurance, and could not afford a new phone outright. Instead, with 6 months left on an old contract, started a new contract. The intention was to use the new number and pay the old contract until it was up. The issue, there was an ongoing requirement to use the old number due to NHS services not copying the new number. This then led to a few months delay and when my wife attempted to use the new SIM, it could not find the network.

Since then my wife has been unsuccessful in trying to get a new SIM sent out. The problem being she is failing on a security question.

When in store she is told to phone O2, when on the phone she is told to go through the complaints procedure, complaints then advise the documentation and evidence she is providing is enough to identify that she is who she says she is, and is then advised to contact instore or online to request a new SIM...with the process starting all over again.

The evidence she has been able to provide is:
- Account Number
- Phone number
- Name
- Address
- Postcode
- Photo ID when in store
- Proof of address when in store

My wife is essentially being asked to pay for a service that O2 will not allow her to use.

custardy

BlahDeeDah wrote: »

Hi,

The Question:
Anyone ever had an issue with getting through O2 security questions?

The Story:
My wife's phone broke, had no insurance, and could not afford a new phone outright. Instead, with 6 months left on an old contract, started a new contract. The intention was to use the new number and pay the old contract until it was up. The issue, there was an ongoing requirement to use the old number due to NHS services not copying the new number. This then led to a few months delay and when my wife attempted to use the new SIM, it could not find the network.

Since then my wife has been unsuccessful in trying to get a new SIM sent out. The problem being she is failing on a security question.

When in store she is told to phone O2, when on the phone she is told to go through the complaints procedure, complaints then advise the documentation and evidence she is providing is enough to identify that she is who she says she is, and is then advised to contact instore or online to request a new SIM...with the process starting all over again.

The evidence she has been able to provide is:
- Account Number
- Phone number
- Name
- Address
- Postcode
- Photo ID when in store
- Proof of address when in store

My wife is essentially being asked to pay for a service that O2 will not allow her to use.

Was your old contract on O2 too?
Have you transferred the old number to the new contract?

Jon_01

The normal process is, if the customer fails the security check they have to supply a number of proof of ID.

There are only a few that the network will take because they can be checked. This isn't usually done in store (as the staff don't have the training to tell real proofs from fakes).

So, are you sure that your wife is talking in the right kind of proof? They normally need to be bills dated in the last 3 months from utility's ect...

BlahDeeDah

Old contract is with O2 also, due to the overlap and requirement the swap didn’t happen.

The ID has been drivers license, utility bills (one being an O2 bill for the outgoing number and another a letter corresponding to the new number).

I’m just trying to figure out where to go from here as she seems stuck in a loop.

x_raphael_xx

I had a similar issue (married and forgot to update my name) the store were happy to scan and send my ID for me.

macman

For the price of 6m of duplicate contracts, could she not just have bought a cheap Android refurb for a maximum of about £50? You can even buy SIM-free budget smartphones for as little as £35 now.