O2 Classic PAYG

spud17

Has anyone else had their account disconnected?
I've had this sim for years as a second sim.
It's topped up and I've used it for a couple of texts in the last month.
Over the weekend it stopped working and I find that I'm locked out of my O2 app on the phone and also via my browser.
The browser sends a 2FA code to the non working sim.

I've DM'd O2 on X and am awaiting a reply.

This could be the start of a purge of low use accounts.
I know that there's been talk of having to make regular top ups, but I've had no notifications about this.

alanjones60

I had this problem with the classic sim.
They disconnected me because of no chargable event in a 6 month period. (I forgot)
I facebook messaged them,and they reinstated the sim with my credit intact.
Must remember 2 make a call and be answered before the 6 months is up.

02 confirmed to me regular top ups are not required

spud17

I've made chargeable call (texts) in the last month.

Update: because the sim is old and I can't read the SIM number, not the phone number, I cannot pass security so my number and credit are lost!
I'm locked out of the MyO2 app and I can't use 2fa to log in via browser because the sim's deactivated.

They've had the cheek to send me a link for a new sim with a new number!

alanjones60

I see. I passed security because i set up a password the last time i messaged them on fb,before they disconected me.
Sorry i cant help any further

spud17

I've managed to get into my account via the browser.
I clicked around and got the code sent to the email associated with the account and added another number to receive the 2FA code.
I've logged in, all my details are there and are correct but there's nothing registered to the account????

flaneurs_lobster

spud17 said:

I've managed to get into my account via the browser.
I clicked around and got the code sent to the email associated with the account and added another number to receive the 2FA code.
I've logged in, all my details are there and are correct but there's nothing registered to the account????

When was your last top-up? As you say, might be a purge of the long-standing Classic non-top-uppers. Please let us know if you get any response from O2.

darkcloudi

I would just call them, I had a similar instance with Vodafone. I know I made a text within a 6 month period but got disconnected, they put the sim back online and re-instated my credit to. I tend to put a reminder in my phone when I need to make a text from that sim as its only used for the burglar alarm, so its my 5 monthly test hence can easily forget.

If you did make a call / text there is no reason for it to be disconnected, Im sure calling someone can resolve it. They can easily check from the database whether you actually made a call or text on there system.

spud17

I've asked the question on the O2 community forum, and was told that sending a text doesn't count as "a chargeable event", despite that being the requirement on O2's website.

I've phoned them.

I eventually got through to a woman who said that I now had to top up every 2 to 3 months, she would reactivate my account and my credit would be available.
I was put on hold and then cut off.
I phoned a second time.
I spoke to an excitable guy who told me I hadn't used my account for years and the previous woman didn't know what she was doing, O2 no longer did PAYG and the only option was a contract.

I'll try a third time and then if no luck they can get stuffed.

P.S. I do have a reminder on my calendar to use the sim, I've actually got it set to 3 months in case they altered it.

alanjones60

Iv had my classic sim since the tarrif started in 2018 i think it was, 
I have only topped up when i needed credit.

spud17

Finally got it back... only took 4 calls.

Remember the ICCID had worn off the back of the sim.

#1 Got through security, sim and credit was going to be activated. Need to top up every 2/3 months and make calls. Waited on hold and then cut off.
#2 Got through security, told PAYG is no longer a thing and I'd have to start a contract, I'd get my credit back when I took out the contract.
#3 Failed security and abruptly cut off.
#4 Got through security, had to guess balance also amount and method of last top up. Told that I have to do an immediate top up and repeat every 6 months besides making calls or texts. Account reactivated.

I'd advise anyone, dial *#06# (Android) and make a note of IMEI and any ICCIDs 

Kim_13

This happened to me back in September. I also reached out to them on X and my total disconnection time was 6 days. I was advised by them to make a call every few months to prevent it happening again, so it may be that they are targeting accounts that fall below this and only reconnecting them if asked. Presumably if you comply with the written T&C (any chargeable use within 180 days) they have no choice but to do so, but it’s a massive faff. I now plan to make any calls where I don’t need the recipient to recognise my number via O2.

Initially I was told that my balance at disconnection was about half of what it was actually was, but could evidence a recent Airtime Rewards top up (which could not have been touched if the phone “hadn’t been used for a while.”) My balance was then restored to the penny.

Ironically in my case I had actually used my O2 Classic more this year, as I bought a dual sim phone to replace a dying Samsung S9. I had sent a text in May so not 180 days before they cut me off. Prior to that it was in an old phone so no ad hoc data use that it has seen recently. I received a free data if you top up offer ONE DAY before they cut me off.