topic Re: Sim swap in Pay Monthly

Sim swap

Jordan845 — Tue, 08 Jun 2021 13:43:29 GMT

So having complained about poor data signal to an agent on the app, I was recommended to try a new sim. So I received an ‘Esim’ a few days ago. I went through the request last night. I wake up this morning to no signal? I have turned my phone off restarted it, everything. Nothing. Is this normal? I wouldn’t be bothered but I specifically told the agent I cannot afford to lose signal on my phone as it’s key to my work. Can anybody help

Re: Sim swap

Bambino — Tue, 08 Jun 2021 13:52:28 GMT

@Jordan845 Customer service needs to enable the esim from their end.

Call 202 from your mobile or 0800 032 1402.
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.

Best time to call is 8 am

https://www.o2.co.uk/help/phones-sims-and-devices/esim

Re: Sim swap

MI5 — Tue, 08 Jun 2021 14:19:15 GMT

@Jordan845

You swap to an eSim the same way as a physical sim and during the process you scan the QR code when instructed.

The process is all automatic if you followed it correctly.

Re: Sim swap

Jordan845 — Tue, 08 Jun 2021 16:12:51 GMT

It took me to the o2 site and asked me for a long number on the back of the esim. Once entered it sent me a text to say the request has gone thru and will completed ASAP. Then when I woke up this morning I had no signal and still have no signal. Having contacted o2 they said it should come back on soon. This was around 3 hours ago still nothing. Anything else I can try or?

Re: Sim swap

MI5 — Tue, 08 Jun 2021 16:15:23 GMT

Just try rebooting the phone @Jordan845

Re: Sim swap

Jordan845 — Tue, 08 Jun 2021 16:53:30 GMT

I have done a few times now, annoying

Re: Sim swap

Bambino — Tue, 08 Jun 2021 17:08:13 GMT

@Jordan845 Sorry to say you'll have to chase customer service again. We are all customers here, so unfortunately there's nothing we can do other than what's already been advised.