Thanks for using the forums to get this issue with your mobile bill looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.
I am sorry this incorrect information might have been given, do you have any transcripts or screenshots of this advice if it was done over text chat?
If we can evidence that that this advice was given by our agents we can help further 😊
Hi @Paul123fast, thank you for your query.
A soft lock is applied to a customer's account once we have let them know that we will be moving them to an O2 plan.
Whilst this is in place, they will be unable to make some changes to their account. This to ensure that they can be migrated successfully.
If you have any further queries, please don't hesitate to contact us.
Still no service. So can't make any calls. No help it seems. Always had problems with this service. Can't use my mobile whilst roaming in any country. No one seems to be able to fix it. So not getting texts about new service as phone doesn't work.