topic Re: Sim swap not working help in Pay Monthly

Sim swap not working help

Di1 — Mon, 17 Feb 2020 14:41:35 GMT

Uber desperate for advice if anyone is in the know. iPhone Xr stolen 3 days ago. Following advice of person I spoke to at 02 when I reported phone missing, went into 02 next day with old handset (iPhoneSE) and got new sim. Told sim should kick in within 24 hours. End of day nothing except 02 phone signal which had been there since putting new sim in. No 3/4G, can't receive or make calls or texts. Can only iMessage/FaceTime or internet browse when on WiFi. Later same day, went into another shop, told there was a bar on the sim. They lifted the bar and told to wait another 24 hours. 24 hours later still nothing. After many calls to 02 and different opinions (obviously) they said it must be faulty sim card and to go back to a shop and get another new one and complete sim swap. ( In 02 shop tried the 'faulty' sim in a different handset and had the same problem with no 3g etc suggesting handset isn't the issue.)

It's now half a day into the second attempt at a new sim and still nothing. I'm sure after 24 hours I'll be in the same boat ! I've no idea why they're behaving like this.

Can anyone shed any light ????

Re: Sim swap not working help

MI5 — Mon, 17 Feb 2020 14:44:22 GMT

@Di1

When a phone is reported lost, O2 apply 2 bars. One to the sim and one to the account.

Customer service need to lift both bars before a new sim will work

Re: Sim swap not working help

jonsie — Mon, 17 Feb 2020 14:47:42 GMT

Definitely speak to customer service, there is a bar on your account so don't depend on live chat. Once the bar is removed you need to reboot the phone at regular intervals until service is restored.

Re: Sim swap not working help

Di1 — Mon, 17 Feb 2020 14:55:44 GMT

02 say all bars and restrictions have been removed from the account.

Re: Sim swap not working help

MI5 — Mon, 17 Feb 2020 14:59:30 GMT

@Di1

I don't believe that.

Please call again and be specific about removing the account bar too.

The only other option is that your handset is faulty but you've checked that already?

Re: Sim swap not working help

jonsie — Mon, 17 Feb 2020 15:01:09 GMT

It has to be one or the other @Di1

Re: Sim swap not working help

Martin-O2 — Thu, 20 Feb 2020 16:22:08 GMT

Hey @Di1 have you had any joy getting your new sim active yet?