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Three fails to connect
The Guardian
|July 12, 2025
O2 blocked phone order and closed my account I placed an order for a new phone with O2, with which I have had an account since 2003.
After the handset was dispatched, a text from O2 told me it was thought to be a fraudulent order, the package was recalled mid-transit and my account was locked.
It took four days for O2 to confirm that my account would be reinstated once the handset was received.
A week after the cancelled delivery, I was informed by O2 that I had requested a change of number, and my phone line promptly stopped working. Its response to my complaint was to open a fraud ticket.
More days passed without word. I was told my complaint couldn't be escalated because I don't have an O2 account.
My nephew is in hospital, and I am a carer for my father and am no longer able to talk to them on the phone, or help manage my father's needs.
This story is from the July 12, 2025 edition of The Guardian.
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