topic Re: O2 lied to me ... again in Discussions & Feedback

O2 lied to me ... again

Caslad19 — Fri, 20 Sep 2024 06:23:31 GMT

hi everyone,

Another problem yet again with O2. i got in Contact with the in app customer service as im getting the new iPhone on Saturday and wanted to know the process of changing over my eSim. they said i had to have a new esim and that coverage will remain until i activate the new esim. well they lied... i lost signal straight away and they have said i need to wait 24/48 hr for the order to process. what i dont understand is why the order needs to process i would of thought it would be an immediate order. im now lost in limbo with no usable phone the day before i pick up a new one.

i have never experienced such poor customer service from a company before.

when i first took out my contract it took them nearly 2 months to port my number from 3.

any advice would be appreciated

Re: O2 lied to me ... again

MI5 — Fri, 20 Sep 2024 07:05:58 GMT

@Caslad19

Get an esim activated in store when you pick up your new phone.

Re: O2 lied to me ... again

Caslad19 — Fri, 20 Sep 2024 07:12:21 GMT

can i still do that even though my sim swap is still under processing

Re: O2 lied to me ... again

MI5 — Fri, 20 Sep 2024 07:14:48 GMT

@Caslad19

All depends if the system will allow it, but it's your only hope.

Re: O2 lied to me ... again

Caslad19 — Fri, 20 Sep 2024 07:23:01 GMT

what is the best course of action if the system wont let them do. they have said i need to wait 24hr for the order to process but reading other issues people have had on here. its taken weeks for them to get sorted.

Re: O2 lied to me ... again

Enlli — Fri, 20 Sep 2024 08:37:12 GMT

I would say swap to plastic...O2 are poor at handling esims.

However I read that also may not work while processing is going on.

The social media teams seem the best at handling things.

Re: O2 lied to me ... again

Lcw — Fri, 20 Sep 2024 11:59:38 GMT

Been over a week without any service here, just rang them again and been told will likely take another week. Can’t even cancel the order as it’s stuck in ‘processing’

Re: O2 lied to me ... again

Oxonian — Sat, 21 Sep 2024 18:58:31 GMT

You need to persevere with O2 @Lcw. Unfortunately, this is a customer to customer community so we cannot access your account or offer other direct help.

You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good reputation for solving customer problems.

A complete schedule of how to contact O2 is in :-