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Phone stolen - can't log into my O2 online - OTP being sent to phone !!!

TJ--
Level 1: Joiner
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on ‎03-12-2024 15:45

on ‎03-12-2024 15:45

Phone stolen on Saturday. Reported it Sunday. Replacement eSIM is being sent out. Got an email yesterday from O2 to say its "on its way" - no other information and no way to track it, unless I log in to 'my O2' which I can't do - security / verification only offers to send a OTP to my phone number (with no other option!).

 

Tried the chat but it's USELESS. The options don't cover this situation and no option to speak to an actual person.

 

How can I talk to a human (without a phone and without going into a store which I don't have locally!)?

 

 

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MI5
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on ‎03-12-2024 15:49

on ‎03-12-2024 15:49

@TJ-- 

You can't track a sim anyway as it's sent by Royal Mail and the tracking only confirms delivery.

Guide: How to find help & contact O2 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Enlli
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on ‎03-12-2024 15:58

on ‎03-12-2024 15:58

You mention eSIM. In which case it may have been sent to MyO2 which of course you can't access. 

That's not unusual for O2

 

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
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MI5
Level 94: Supreme
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‎03-12-2024 16:02 - edited ‎03-12-2024 16:04

‎03-12-2024 16:02 - edited ‎03-12-2024 16:04

As the OP has already figured out....

Anything here help @TJ-- ?

eSIM - How to activate  

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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