Debt Built Up For SIM Card Refused

By the Editorial Team · Saturday, September 26, 2026

Alan Cassidy was mistakenly charged for an O2 SIM contract he never knowingly agreed to after declining the offer during his broadband renewal with Virgin Media O2. The company acknowledged the error, waived the disputed £354 balance, and refunded £74 already paid, underscoring the need for clearer communication in bundled service agreements.

In August 2025, a customer of Virgin Media O2 encountered unexpected charges related to a mobile contract he never knowingly agreed to. Alan Cassidy, who contacted the company to renew his broadband service, was offered an O2 SIM card but declined the offer, citing his existing mobile contract with another provider. Despite repeatedly refusing the SIM card, Cassidy later received notifications claiming he owed money for a £15-a-month SIM contract.

The issue came to light in January when Cassidy received an email stating he was liable for the costs of the SIM card contract. O2 denied sending the message, leading him to believe it was a scam and disregard the communication. However, over the following six months, Cassidy began receiving letters from Moorcroft Debt Recovery demanding payment of £354 for the disputed contract.

Upon visiting a local O2 store in June, Cassidy was informed that the SIM card he had refused had in fact been activated and sent to him. Although the company agreed to cancel the contract, it initially insisted on charging an early termination fee. Seeking clarity, Cassidy raised the matter publicly, prompting Virgin Media O2 to review the case.

Virgin Media O2, which operates as a combined entity following a merger in 2021—providing broadband under the Virgin Media brand and mobile services through O2—acknowledged a miscommunication had occurred. The company stated that when Cassidy signed up for his broadband package, he had also inadvertently agreed to an O2 mobile contract bundled within the deal.

In response to the confusion, Virgin Media O2 agreed to waive the outstanding balance of £354 and refund £74 that Cassidy had already paid without his knowledge. The company emphasized the importance of carefully reviewing contract terms when signing up for services and advised customers to promptly contact their providers if they encounter unclear or unexpected charges.

This incident highlights potential pitfalls in bundled service agreements and the importance of clear communication between providers and customers to prevent similar billing disputes.

This article was reported by synthesizing coverage from multiple independent news outlets to present a balanced, unbiased account. Read about our editorial standards. Spotted an error? Let us know.