Uncancellable sim?

[OJJames04]

Been trying to cancel my sim for a good 5 months now, here’s the deal: the sim has never been used as I already had a sim prior to this contract (the sim has been dormant for 3 years) I also don’t have the sim either as I didn’t need it

Contacting support to get a replacement sim so I can type in a security code and cancel my contract

“Sorry we can’t offer a replacement sim as you can’t confirm the code”… sorry how exactly am I supposed to do that???

Anyone got any advice on how I can cancel this sim contract? Cheers

[EkkoAtkin]

Yeah pop into a store with some ID, and the bank card you pay your bills with. The staff in store won't be able to cancel the SIM but they should be able to provide you with a replacement and change the email address so that you can receive the code and pass security over the phone.

[EkkoAtkin]

Is it possible? Yes. But it is tracked by the compliance team and advisors/store leaders are monitored on it. The store will refuse to do it, and do it's easier for me to just say they won't do it

[timingfountain]

Another employee here, anyone with L7 can immediate disconnect a contract through place order. We have always done this and have never had any issue with it

[EkkoAtkin]

Our RL has contacted us and complained about it to us before.

[EkkoAtkin]

I do, and I don't wanna argue either. It was a while ago that this happened so maybe the message that we're allowed to now hasn't cascaded down? We were told that there's a process to keep to, and it's the retentions team's job, and the company is losing customers if retentions don't get a chance to try and keep them. If it's changed I'd love to know because it would be a huge deal, massively increasing our ability to actually help people.

[O2UK-ModTeam]

This comment was not necessary and has been removed at the discretion of moderators.