topic Re: iMessage not working - Disappointing customer service in Pay Monthly

iMessage not working - Disappointing customer service

HA110 — Tue, 29 Nov 2022 00:01:32 GMT

Trying to get iMessage to work but still no luck. Being palmed off by everyone @ O2 saying it’s an apple problem (it’s not as I have tried changing phones and the problem persists. Likewise ice tried a different sim on o2 on this phone and it works!

I’ve also sent a complaint in and nothing has come from it. Can someone please suggest how I can escalate this as I do feel o2 have fallen short of obligations to provide me of my service.

FYI Problem began in Jan 2022 and I’ve done all the steps mentioned on troubleshooting posts…

please can any responses be posted on this thread so others can also benefit

Re: iMessage not working - Disappointing customer service

liggerz87 — Tue, 29 Nov 2022 03:29:44 GMT

Might be worth asking O2 to reset everything on account and to send out a new SIM card maybe

Re: iMessage not working - Disappointing customer service

MI5 — Tue, 29 Nov 2022 08:02:35 GMT

@HA110

It will help us if you tell us what "everything" is you've tried and also what changed in Jan 22 when the issue started?

Re: iMessage not working - Disappointing customer service

HA110 — Tue, 29 Nov 2022 08:10:17 GMT

i went to America and changed SIM cards, when I returned and put the old SIM card back in it stopped working.

it momentarily started working inbetween and stopped again.

I’ve tried the

1 date, time change reset.

2, location.

3, sim swap ( few times)

4, transferred to esim and then back again.

5, sent logs of what happens to apple.

6 apple screen share and went through troubleshooting to.

7, network support with o2.

8, reset phone

9 set up new phone without importing settings

10 new Apple ID

11 changed phones.

Also, my iMessage and FaceTime work with my email and apple id but not with the number only.

Re: iMessage not working - Disappointing customer service

MI5 — Tue, 29 Nov 2022 09:15:28 GMT

@HA110

Seems likely that there's an account issue somewhere.

I'll ask @O2Sarah- to see if she can help.