topic Re: Sim swap in Discussions & Feedback

Sim swap

Anonymous — Sat, 27 Dec 2014 19:47:17 GMT

I have had my phone stollen was given a new sim from O2 I've barred my phone and old sim and online it's asking for a pin that's sent to my phone. Which I don't have ? I was told the pin would be 0000 if not and it hasn't worked .

Re: Sim swap

Bambino — Sat, 27 Dec 2014 19:53:36 GMT

You need to contact Customer Services and have the block on your account lifted

http://www.o2.co.uk/contactus

Re: Sim swap

MI5 — Sat, 27 Dec 2014 19:57:51 GMT

Use the landline numbers or try live chat to activate your new sim.
The PIN is a unique code which you cannot receive as you do not have your old sim anymore.

Re: Sim swap

Anonymous — Sat, 27 Dec 2014 20:39:40 GMT

If you have trouble getting through to customer services as the call waiting time can be lengthy ,then if you have a local O2 high street go there with I.D.

Re: Sim swap

MI5 — Sat, 27 Dec 2014 20:41:09 GMT

Only CS can lift your account bar - It can't be done in store I'm afraid.

Re: Sim swap

Anonymous — Sat, 27 Dec 2014 20:43:31 GMT

Weird, they helped me when my phone was pick pocketed.

Re: Sim swap

MI5 — Sat, 27 Dec 2014 21:07:58 GMT

Of course they did, how foolish of me.

Re: Sim swap

jonsie — Sat, 27 Dec 2014 21:58:08 GMT

Instore can't help you. Follow the advice given by @MI5

Strange how some people have had help in all circumstances whatever the given problem. Sometimes words fail me!

Re: Sim swap

Anonymous — Sat, 27 Dec 2014 22:09:21 GMT

Please do let us know how you get on with this @Anonymous

Oh and Welcome to the forum where everyone is friendly and inviting. 😄

Re: Sim swap

jonsie — Sat, 27 Dec 2014 22:11:00 GMT

Or completely condescending.

Re: Sim swap

Anonymous — Sun, 28 Dec 2014 11:48:56 GMT

probably too late but here goes....

Customers with lost/stolen and faulty handset are unable to complete SIM swap using the above methods.

the code that is asked to complete the activation is a four digit random code sent via sms to the number, so if the number is barred you cannot do it. 0000 is the default pin code of the new sim.

Also if the sim card was provided by an O2 store they have to activate and then 202 or chat can remove the bars. Customer services will not activate sim cards that have not been posted by O2.

So it's either back to the store or 202 will order a sim. If it was sent by o2 then like it was mentioned it's a quick phone call or web chat will do it

Hope this helps.