topic Re: no phone data for 3 weeks! in Discussions & Feedback

no phone data for 3 weeks!

paulamc69 — Tue, 09 Sep 2025 16:11:59 GMT

can someone help me i am tearing my hair out.

My daughter's phone was recently stolen. After I reported it to O2, they promptly issued a replacement physical SIM, which initially worked as expected. My daughter subsequently purchased a new handset from Currys and transferred the physical SIM to an eSIM. I received confirmation from O2 that the transfer was successful, yet she has had no data access since.

Despite multiple calls and hours of time with O2 (, and extensive troubleshooting efforts including:

Restarting the device
Toggling airplane mode
Forced restarts
Resetting network settings
Toggling mobile data and roaming
Verifying APN settings
Confirming no local network outages
SIM swaps
Testing the SIM (plus other sims) in another handset at an O2 store

the issue remains unresolved.

We were informed that the issue had been escalated to technical support and advised to allow 10 days for resolution. Tech support rang me today, and it was the first time they had looked at the issue. unbelievable! they are trying to say it is a mast issue but we have been all over the county in the past 3 weeks on different masts and still no data.

When her phone was stolen they put a bar on it and then they sent the physical sim. when she got her new phone and switched to an esim - that is when it all started. she has the physical sim in her phone now. she has just downloaded the o2 app for the first time. There was a message saying she had an esim ready to install. i told her what's the worst that can happen - it cant get any worse, so she installed it . still no data but her phone is now telling her she has 2 sims.

o2 are being absolutely no help - 3 weeks with no data now and no update 😞

Re: no phone data for 3 weeks!

MI5 — Tue, 09 Sep 2025 16:39:34 GMT

@paulamc69

If you haven't already, message them on Social Media. Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG)

Re: no phone data for 3 weeks!

paulamc69 — Tue, 09 Sep 2025 17:43:22 GMT

thanks - i have done that already.

Re: no phone data for 3 weeks!

MI5 — Tue, 09 Sep 2025 18:21:46 GMT

@paulamc69

When you were in store, did they check the account for any issues or bars?

You can also check in your MyO2 under sim cards and barring to see if there is a data bar applied.

Re: no phone data for 3 weeks!

paulamc69 — Wed, 10 Sep 2025 18:23:34 GMT

its not barred. tech support said they were looking into it and today we were messaged to say the data is now fine as issue fixed, except it isnt! we have even tried the sim in my phone and no joy.

Re: no phone data for 3 weeks!

Anonymous — Fri, 12 Sep 2025 14:57:03 GMT

@paulamc69 It's just CS being their usual incompetent selves.

Re: no phone data for 3 weeks!

Pmc — Sat, 20 Sep 2025 06:19:59 GMT

Well here we are. 22 days now of no data. Absolute ******show. I've spent over 12 hours on phone and still no data on daughter's phone. I can honestly say o2 is the ******test company I have ever dealt with. My 17th phone call today went along the lines of " have you tried this fix"? Yes- a million times. Oh so it's the phone mast in your area then. No it isnt. That's their usual excuse. Each time I call I get the same load of try this and try that. Each agent at cs thinks they are Einstein and have solved it.

I've had 3 calls with tech support cancelled and so whilst we have been waiting for them to call with an update, they have just decided to cancel our ticket and we have to log a new one.

Seriously how hard is it? We have now tried my daughters sim in 14 different phones and doesn't work and now they are trying to tell me it is a phone issue. Im going round the houses here. Seriously at my absolute wits end. This is never going to get sorted.

Re: no phone data for 3 weeks!

pgn — Sat, 20 Sep 2025 05:53:13 GMT

@Pmc Have you taken the phone and SIM into an O2 Shop? You will need some photo ID with you if you go that route.

Or try the O2 Social Media team, using Facebook via the link just below? They should be online soon, and are better placed to help than the call centre staff are.

If your daughter's SIM is a PAYG SIM, have you topped it up? The first top-up sometimes needs to be a voucher, available from some corner shops where you see the green PP symbol. Or here:

Good luck!

Re: no phone data for 3 weeks!

Pmc — Sat, 20 Sep 2025 07:59:39 GMT

Yes. Done all of that more than once. We are on the o2 roundabout of hell. Every call asks the same questions and no fixes!

Re: no phone data for 3 weeks!

Pmc — Sat, 20 Sep 2025 08:08:11 GMT

That facebook link doesn't take me anywhere

Re: no phone data for 3 weeks!

Pmc — Sat, 20 Sep 2025 08:20:48 GMT

Found it

Re: no phone data for 3 weeks!

Pmc — Sat, 20 Sep 2025 10:18:07 GMT

Currently online with them on FB messenger. They told me my ticket was closed on 29/8. I've rung them 18 times since then and each time they escalated my ticket so what the hell are they on about. I have utterly and completely lost my faith in o2. I dont think this will ever get fixed and all the time the ****** are still charging me!

Re: no phone data for 3 weeks!

Enlli — Sat, 20 Sep 2025 10:22:28 GMT

@Pmc

(https://o2uk.co/O2CFB) , or

Instagram (https://o2uk.co/O2CIG)

Or phone them on 202 or 0344 809 0202 (contract)

Re: no phone data for 3 weeks!

pgn — Sat, 20 Sep 2025 10:22:59 GMT

You may have to resort to this, @Pmc -

But keep at them via FB, as this can then be escalated to the Forum Manager, who'll pick it up on Tuesday next week.

Good luck!

Re: no phone data for 3 weeks!

AmanG — Sat, 20 Sep 2025 12:23:46 GMT

I’m having the same issue as well, after having my phone stolen whilst abroad. Tried all those steps you’ve stated and gone back and forth with customer services who have been no help.

They told me that they’ve had some similar complaints from other customers, and believe that this latest batch of SIM cards is faulty - so it looks like we’re both affected as it’s fairly recent.

They advised for me to go into an O2 store and get a new SIM card (I’m now on my third one since the issue started), but it still hasn’t been fixed and I’m assuming that their stores are still handing out these faulty sims.

All we can really do is wait for now and wait for that daily call from customer services where they state the obvious haha.

Hopefully it’ll be resolved soon for us both.

Re: no phone data for 3 weeks!

Emkateb9 — Fri, 17 Oct 2025 18:58:43 GMT

Also having the same issue since having my phone stolen and being prompted to install an eSIM on my new handset. Has anyone had any luck getting data back up and running?

Re: no phone data for 3 weeks!

Enlli — Fri, 17 Oct 2025 19:07:13 GMT

How did you install the eSIM

However as you phone was stolen there may be a bar on your account which only O2 can lift

Re: no phone data for 3 weeks!

AmanG — Sat, 25 Oct 2025 07:08:13 GMT

I’ve finally got this fixed by customer service - they called yesterday and said they could try resetting the data bar attached to my number, by reapplying the data bar and removing it (as there was one originally put onto the number when my old phone was stolen, but then removed when I received my new sim). I then restarted my phone and my mobile data was back working!

In summary, it looks like the original removal of the data bar glitched when being removed, and just required a reset from O2’s end. Hopefully this information helps everyone else on this thread!

Re: no phone data for 3 weeks!

pgn — Sat, 25 Oct 2025 07:40:39 GMT

Interesting, @AmanG - both that they called you back, and that the issue was down to a fault 100% on the O2 side - so much for "a batch of faulty SIMs" 🙄

Thanks for following up here, so many never return...

Re: no phone data for 3 weeks!

Monkeybandit — Thu, 06 Nov 2025 11:24:20 GMT

I was having same problem, was waiting weeks for tech support to do something, tried this and it worked!

thank you