topic Re: Replacement SIM for lost phone/SIM does not work in Pay As You Go

Replacement SIM for lost phone/SIM does not work

NaCh — Mon, 17 Jul 2023 11:11:12 GMT

I lost my phone last week and have reported it over the phone to customer services. Since then, I have picked up a new SIM from the O2 store and requested to have my old number transferred over to the new SIM.

However, it hasn't worked and I cannot make/receive calls, texts or use data.

I've spent close to 10 hours on hold or in conversation with the O2 customer services but nothing seems to work.

How can this be fixed or who should I be contacting?

Re: Replacement SIM for lost phone/SIM does not work

MI5 — Mon, 17 Jul 2023 11:12:39 GMT

@NaCh

O2 need to remove the account bar that is placed when you report a loss.

Re: Replacement SIM for lost phone/SIM does not work

NaCh — Mon, 17 Jul 2023 11:21:29 GMT

I've mentioned the possible account bar and I've had conflicting messages from different advisers who either can't see the bar or say that I need to be transferred over to the repairs team.

Annoyingly, when I was supposed to be transferred over to the repairs team, after waiting another hour on top they hanged up on me when I started speaking and tried to explain the situation. 😡

Re: Replacement SIM for lost phone/SIM does not work

Enlli — Mon, 17 Jul 2023 11:45:07 GMT

I'll tag an advisor to see if any are around.

Keep an eye out for a message here

@O2Helen01 Can you help

Re: Replacement SIM for lost phone/SIM does not work

NaCh — Wed, 19 Jul 2023 08:41:44 GMT

Since my last message, I've made visits to two different O2 stores and asked the advisers for help as well making another call to the customer service line which took another hour on the phone as well.

In both of my visits to the O2 stores, the in-store advisers (who were actually very helpful) tried talking on web chat to the support teams but even that did not get the issue of bars on my account resolved. I have the chat transcripts which I might post after removing my identifying information.

What can I do because the outcome always seems to be wait 5 minutes, 1 hour or 24 hours and services will be restored but even now I still cannot make/receive calls, send/receive texts or use data?