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Level 1: Joiner
Cheezykins
Posts: 4
Registered: ‎16-08-2013
Accepted Solution

New SIM - activated but not working?

Hi,

 

I have activated my new SIM (over 24 hours ago) and while the phone shows O2-UK, I cannot send or recieve calls or text messages on it, and it does not do anything involving data. I have tried restoring the phone to no avail.

 

I had my phone stolen last week, I recieved the replacement through the insurance company on Friday and the new SIM on Wednesday, could it be that when I called to activate the new SIM, they overlooked the bar on the account and so it wont let the new SIM work?

 

Any help would be appreciated.

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bandofbrothers
Posts: 23,163
Topics: 890
Solutions: 2,028
Registered: ‎17-04-2012

Re: New SIM - activated but not working?

Hi,

 

 

Sometimes it takes a little longer than 24 hours to fully activate and turning the phone off and on throughout this period typically helps to reset the services.

 

However it is possible the bar on the sim has not been fully lifted, and would suggest you phone 02 Customer Services just to ensure they have done this.

 

Contract Customers.
 
From your O2 mobile 202 Free

From a landline 0844 809 0202 5p / min
 
PAYG Customers.
 
From your O2 mobile 4445 25p per call

From a landline 0844 809 0222 5p / min
 

Live Chat Services are fine for Low Level General Enquiries, not connected to Account Enquiries.

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jonsie
Posts: 24,536
Topics: 193
Solutions: 1,964
Registered: ‎04-01-2009

Re: New SIM - activated but not working?

It's almost certain that that they have not removed the bar on the simcard. If you can't dial out on the phone webchat SHOULD be able to resolve this for you.

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Level 1: Joiner
Cheezykins
Posts: 4
Registered: ‎16-08-2013

Re: New SIM - activated but not working?

I spoke to them this morning, they had not removed the bar on the account. They have now done so but I still have the same issue. I have again restored the phone as well as powered it off and on numerous times and re-seated the SIM card.

Any other ideas?
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bandofbrothers
Posts: 23,163
Topics: 890
Solutions: 2,028
Registered: ‎17-04-2012

Re: New SIM - activated but not working?

Good Morning,

 

 

Now the bar has been lifted your back to the 24 hour re activation process procedure.

 

Keep turning your phone off and on throughout this period.

MacBook Air 11” Core i5 1.6GHz 4GB 128GB •1.6GHz dual-core Intel Core i5. OS X Yosemite.

iPhone 6 Plus ~ iOS 8.1
iPad Air ~ iOS 8.1

Support Uk O2 Jobs.
Mea familia est mea vita.
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Level 1: Joiner
Cheezykins
Posts: 4
Registered: ‎16-08-2013

Re: New SIM - activated but not working?

It has been longer that 24 hours, no change.

I'm going to have to spend a fortune phoning these people again from my other mobile, aren't I?
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bandofbrothers
Posts: 23,163
Topics: 890
Solutions: 2,028
Registered: ‎17-04-2012

Re: New SIM - activated but not working?

It once took 2 days for an activation of all services for me.

MacBook Air 11” Core i5 1.6GHz 4GB 128GB •1.6GHz dual-core Intel Core i5. OS X Yosemite.

iPhone 6 Plus ~ iOS 8.1
iPad Air ~ iOS 8.1

Support Uk O2 Jobs.
Mea familia est mea vita.
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Level 1: Joiner
Cheezykins
Posts: 4
Registered: ‎16-08-2013

Re: New SIM - activated but not working?

The web chat person had screwed it up and bars were still in place, everything was working within seconds of phoning them. Lesson learned, never rely on the webchat to do anything!
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jonsie
Posts: 24,536
Topics: 193
Solutions: 1,964
Registered: ‎04-01-2009

Re: New SIM - activated but not working?


Cheezykins wrote:
The web chat person had screwed it up and bars were still in place, everything was working within seconds of phoning them. Lesson learned, never rely on the webchat to do anything!

That's why we always advise calling rather than use webchat. Glad you have finally sorted it :smileyhappy:

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