@O2 my housebound mum is unable to make or receive calls. When we try to log in to the account we get this message. Password reset email doesn’t arrive either. atrocious for someone who relies on the phone for medical and emergency use!! How do we cancel and get a payg refund?

@pippygro We're sorry your mum is having trouble making and receiving calls. Please take a look at our handy network guide which includes some useful tips ➡️ bit.ly/37CQWva or DM us the full postcode for where this is happening. twitter.com/messages/compo…

@O2 We’ve done all that. We can’t order a new SIM because your website is terrible and she can’t log in to her account as above. HOW DO WE GET A REFUND AND SWITCH TO A NEW PROVIDER PLEASE?

@pippygro We can help with this. Please DM us your mum's mobile number. Alternatively, you can obtain a PAC to move the mobile number to another network provider by texting "PAC" to 65075. A refund can be requested once the O2 account has been closed. twitter.com/messages/compo…

@O2 I’ll DM when i’m with her. Can cancellation be done by calling on a phone?