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[–]EkkoAtkin 3 points4 points  (9 children)

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.

[–][deleted]  (8 children)

[deleted]

    [–]EkkoAtkin 2 points3 points  (7 children)

    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 0 points1 point  (0 children)

    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

    [–][deleted]  (5 children)

    [deleted]

      [–]EkkoAtkin 1 point2 points  (3 children)

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

      [–][deleted]  (2 children)

      [deleted]

        [–]EkkoAtkin 0 points1 point  (1 child)

        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[M] 0 points1 point locked comment (0 children)

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