On the 3rd of November, I called O2 costumer service to order 2 PAYG SIM cards (2x Premium International bundle), suspend my 2 sim contract cards, and transfer the number from contract to PAYG on my requested date - 18th of November - as I was leaving the country. The advisor told me I had up until 24 hours prior to the transfer to cancel if I changed my mind, that I would lose signal on the 18th on my contract SIM card, and in that case to pop in my PAYG sim and top it up and all would be done. All was good and the advisor told me that all was resolved. 2 days later, I receive 4 PAYG SIM cards, non of them what I asked for - 2x big bundle international and 2x data only SIM cards. I immediately called O2 to sort this out. They recognized that it was an error from their part and promptly changed the SIM cards remotely to the Premium that I’ve asked. They then told me that there was nothing scheduled to transfer my number, transferred my call to another department and only there did they schedule the number transfer for the 18th. The advisor then told me (once again) I had until 24 hours before the transfer to cancel if I changed my mind. A hiccup already, but apparently solved. On the 16th of November (48 hours prior to the number transfer) my plans changed, and I realized I needed my contract SIM longer, so I contacted O2 to cancel the number transfer and suspension of my contract for one of my cards. The advisor on the other end said it wouldn’t be a problem and all was cancelled for that number, and I would remain with my contract sim, number and same contract. I trusted all was ok. On the 18th, I lost signal. I did not have the PAYG SIM card with me. I managed to get WiFi from a Pret a Manger and use the “Talk 360” app to contact O2 and find out what was going on. The advisor that day told be there was no request for cancelation in the system. I begged her to reverse the transfer ASAP because I urgently needed to be contacted and nobody could contact me, as I had no service. She told be that she had reversed the transfer but it could take up to 4 hours. Annoyed, but accepted my faith. That’s when I realized that my contract had been changed. From a 50gb - 37£/month to a 75gb - 42£/month. So basically, on the 16th, the advisor did not do what I asked (cancel the transfer and remain same contract) but did what I did not ask (transfer my number to PAYG and change my contract without my permission to a more expensive one). I waited the 4 hours, nothing I waited until 8 hours and nothing again. I was unreachable all day. Once I got home and had WiFi again, I used Talk 360 again and called O2, furious, as I was traveling the next day and I needed service on my phone. After 2 hours, being hung up on twice, spending money to top up the talk 360 app, having to explain to a telefone service provider that I am calling through a WiFi app so NO, YOU CANNOT CALL ME BACK BECAUSE I HAVE NO SERVICE (incredibly how they did not understand why), being passed on from department to department, explaining this whole story time and time again, fuming, being told by one advisor “we can fix that”, passed on to another saying “I don’t know if we can fix that”, I finally reached the last advisor. First and foremost, she advised me 2 times that calls where being recorded. She did that because she recognized that I was losing it. Seriously? Do you tell a person that is losing it to calm down? However, I tried to keep my posture, and what she told me was, “there is nothing we can do, your contract sim has been disconnected and we cannot reactivate it. If you want a contract sim we can send you a new one and transfer your number to that sim.” And I requested to send it abroad, as I was going to leave the country for a couple of months the following day. She told me they couldn’t do that. If I wanted to, to use the PAYG sim that already had my number, and that was my only solution. After so many ups and downs, I gave in and just used the PAYG SIM card. Wasted 20£ to top it up, I bought a hotspot for internet in Portugal (where I travelled to), another 50€, wasted 70£ (and 10£ on the app trying to contact them the day before) and just let the whole thing go. One week later, I go onto my O2 app, to check my allowance, and to my utterly shocked surprise, I see my contract SIM card number amongst my accounts, that did not show before because technically it was disconnected... apparently, IT WAS STILL ACTIVE! ON THE 42£ CONTRACT! just to check, I called a friend with the PAYG SIM card that I was forced to use for the past week and that o2 told me had my number, and asked to see what number showed up, and I saw then and there, THAT MY NUMBER WASNT EVEN TRANSFERRED TO THE PAYG sim! Nobody from O2 contacted me to tell me that I was walking around with a number that wasn’t mine! They didn’t even think to mention that people would’ve needed to contact me on MY number, and they couldn’t, because it was switched off, when O2 told me the number had been transferred to PAYG! I got home, and luckily I brought my contract sim with me, popped it in my phone to check, and guess what!? I GET SERVICE! AND ITS MY NUMBER! WITH THE 42£ CONTRACT! I wasted 80£, (on furlough I might add) and spent a week thinking I had my number active and it wasn’t. The moment I popped the contract SIM card on my phone, I received never ending notifications of people trying to contact me for the last week... horrible horrible horrible service. I will be cancelling all my accounts with o2, enough is enough.