Recover my mobile number

[newsman]

O2 have disconnected my service without notice. My account is 100% up to date but for some reason(unknown to me) the fraud department have closed the account.

I have tried to get a PAC code to move to a new provider but customer service cant help as the fraud department are in control,

I am trying to find out what is going on but I have had no joy with a response.

Can somebody please advise on how to recover my number to transfer it to a new provider?

[MI5]

@newsman 

You can't do anything until fraud contact you.

Once it's with them it's locked from any other input from anyone.

Unfortunately, it could take weeks to resolve.

[Oxonian]

@newsman 

Whilst I have huge sympathy for your predicament, it is probably worth mentioning that O2 might be unable to give you an update whilst their investigation is ongoing. They have to comply with both criminal law and Money Laundering Regulations and this could be jeopardised if they update you whilst their case is incomplete. It is also possible that your case has been subsumed into a wider investigation if the same fraudster has other "victims" in addition to you.

If you search this forum, you will find that other O2 customers have had similar issues. In fact, last Autumn, there were several national newspaper articles and even a programme on TV about fraud against O2. You can find details of those if you search this forum.  

Please keep us informed of developments. 👍

[Lord-Gareth]

File a complaint with CC, then someone senior will deal with it.

[Oxonian]

A complaint will not get very far @Lord-Gareth in the context of an ongoing fraud investigation ! 👍

[madasaf1sh]

@Lord-Gareth 

Fraud is something no one will touch, even a senior manager. 

the op just needs to sit tight and hope they dont get found to have committed fraud as that could have serious ramification such as CIFAS markers etc

[Newsman1]

In addition to the ongoing problems I was locked out and until I retried today unable to reset my login details

As of today still no response from O2

Thank you to MI5,Oxonian,Lord-Gareth and madasaf1sh for responses.

[Oxonian]

I would occasionally remind O2's fraud team @Newsman1 that you are still waiting to hear from them.

I have explained to you (above) why O2 might be unable to give you an update whilst their investigation is ongoing. However, an occasional reminder will ensure that communicating with you is not overlooked when O2 are in a position to do so. 👍