O2 MVNO FAQs

An MVNO (Mobile Virtual Network Operator) is a wireless service provider that does not own its own network infrastructure, such as masts or core network equipment. Instead, it rents access to the network of a larger, traditional mobile network operator (MNO) like EE, O2, Vodafone, or Three. MVNOs buy network services in bulk at wholesale rates and then offer mobile plans to consumers under their own brand.

The SIMs affected by this change are those on our Residential O2 tariff which were activated before 2022*.

These SIMs have phone numbers starting with:

• 07107
• 07430

If your SIM number starts with either of these prefixes, you will need to replace it by the end of December 2024 to avoid service disruption.

To minimise disruption, we have posted out a replacement SIM card to all affected customers. We have also notified all Distributors and Installers who have customers with these SIMs.

The affected SIM cards will automatically cease on 31st December 2024, with no further line rental charges applied to your account after this date.

Yes, your January 2025 invoice will include only usage charges up to 31st December 2024. This will be the final bill for services related to the disconnected SIM.

No, there is no need to cancel your SIM; it will be automatically ceased on 31st December 2024.

We have provided you with one of our O2 Essential SIMs, which offers the closest alternative to your current Residential O2 tariff. These SIMs operate directly on the main O2 network, rather than through an MVNO, ensuring reliable connectivity.

The new tariff includes:

• 12-month contract on the O2 network
• £4.50 per month + VAT
• 100 minutes, 100 texts, and 100MB of data

This tariff is also available on the Vodafone network. You can find more details about our plans here.

Activating your new SIM is simple:

1. Scan the QR code on the SIM wallet. This will direct you to our online form where you can sign up for the new SIM.
2. Since the new SIM is provided by our alternative SIM supplier, you’ll need to set up a new Direct Debit as part of the activation process.
3. Once you’ve completed and submitted the form, you’ll receive a confirmation email from us.
4. Our supplier will then send you a follow-up email with the SIM number once the new SIM is active.

To ensure a smooth transition, we recommend activating the new SIM before swapping it with the current one, as the activation process typically takes 24-48 hours. This will help minimise downtime and ensure your system is up and running as quickly as possible.

If you no longer require this service or wish to switch to a different provider, there’s no need to take any action. Your current contract will end automatically on 31st December 2024, with the final payment collected via Direct Debit. Please ensure your Direct Debit remains active until the final payment has been taken.

If your SIM is installed in an intercom system, you will need to replace the current SIM with an alternative for your equipment to continue functioning.

Our team is here to help if you’d like to explore our other tariffs. For guidance, please call us on 01306 710 120 (option 1) or email sims@commtel.io.

You can find links to more information below:

• Find our current tariff offerings here – Our O2 Essential SIM is the closest alternative to the current O2 Residential tariff.
• You can find more information about the kind of SIM we recommend here.
• Want to speak to a member of our team? You can contact our support team on 01306710120 (option 1).

If you have other SIMs on your account that are not impacted by this change, you can continue managing them as usual through the portal. The discontinuation only affects SIMs under the Residential O2 tariff with phone numbers starting 07107 or 07430, so all other SIMs and services will remain fully operational.

Yes, you will continue to have access to call records and invoices through the portal for as long as needed.

No, a new phone number will be issued with your replacement SIM and we are unable to port the original number over to the new one. This number will be provided in the activation confirmation email from our supplier once the SIM has been activated. The activation process usually takes between 24-48 hours.

The phone number will only be available once the SIM has been activated. You’ll receive the new phone number in the confirmation email from our supplier once activation is complete. The activation process usually takes between 24-48 hours.

The replacement SIM is provided through a different supplier. While the connection remains with O2, the SIM supplier is a managed service that handles billing and payment collection separately. Since this is a new supplier with different Terms & Conditions, a new contract is required, and completing the form is necessary to activate your SIM.