Consumer Targeted Again by Scammers After O2 Account Security Lapse

A consumer who was previously defrauded by scammers who opened four O2 mobile phone contracts in her name is once again a target. The fraudsters attempted to open four new Sim-only contracts under her identity, despite her having switched networks following the initial incident.

In late 2025, the consumer, identified as C.C. from Washington, Tyne and Wear, discovered that scammers had accessed her O2 account and taken out four Sim-only contracts, resulting in a £150 bill. After contacting a consumer champion, O2 agreed to close the fraudulent accounts and cancel the bill. Following this, C.C. moved to a different network to prevent further issues.

However, she recently received an email acknowledging a new O2 order under her name, detailing four more Sim cards. C.C. expressed concern that this could lead to significant charges and damage her credit rating, questioning how the fraudsters could access her details again when she was no longer an O2 customer.

O2 explained that when customers switch providers, their online 'My O2' account remains active for a period, allowing them to manage bills, track usage, and order new Sims should they wish to return. Previously, the fraudsters likely gained access by having C.C.'s password or her associated email account, enabling them to reset passwords. Although O2 advised C.C. to change her password at the time, she did not consider it necessary as she was leaving the network and assumed her account would be closed.

While no money has been taken for the recent attempted orders and the Sims were never issued, O2's fraud defenses successfully intercepted the request. The company has since placed a fraud lock on the account, preventing any further access, even by the account holder, until it is reopened by contacting O2. A spokesperson for Virgin Media O2 stated that while the orders were enabled by an unchanged password, their fraud defenses blocked the attempts, resulting in no further impact on C.C.

This situation highlights the importance for consumers to ensure all security measures are finalized with previous providers when switching services to prevent such recurring security breaches and potential fraud. The initial fraudulent activity in 2025 included a bill of £577 and contact from debt collectors, with suspicions that the Sims were used for calls abroad after C.C. received a 'Welcome to Pakistan' message while in the UK.