topic New phone, now not working in Pay Monthly

New phone, now not working

Geebop — Fri, 26 Dec 2025 17:33:10 GMT

Hi I got a newer iPhone (17promax) for Christmas.

it was an upgrade from a 14 promax.
since putting my sim in new phone I can no longer receive calls or send and receive texts. This has been since Xmas morning. Talked to a bot who put me through to an agent. Said it can take anywhere between a few and 24 hours. Still not working.

has anyone else had the same problem?

will I be able to claim compensation since I have no phone?

Re: New phone, now not working

MI5 — Fri, 26 Dec 2025 17:54:19 GMT

@Geebop

Check in your My O2 to see if you have an esim awaiting activation.

Re: New phone, now not working

Geebop — Mon, 29 Dec 2025 23:51:25 GMT

Still not working despite visiting the o2 shop twice in 2 days and apple shop. Was given a new SIM card but iMessage and FaceTime still don’t work. Ordered a new sim with different provider as trying to get any actual help from o2 is diabolical. Not got the time to visit shops to be fobbed off can’t even get online help most of the time and 202 on hold forever and they can’t fix it either.

Re: New phone, now not working

Geebop — Mon, 29 Dec 2025 23:52:55 GMT

Didn’t have any esims and new physical sim hasn’t fixed it. tried a network reset, o2 said give it 2 days apple said give it 5 days. They both blame each others end for the problem

Re: New phone, now not working

MI5 — Tue, 30 Dec 2025 00:11:27 GMT

@Geebop

If it's just iMessage and Facetime not working, it takes a few days for the servers to update and they start working, so if calls texts and data are working now, you're all set.