topic Re: sim swap in Discussions & Feedback

sim swap

Anonymous — Tue, 19 Jul 2016 10:21:21 GMT

i got a sim swap yesterday morning and told them i have an iphone 5 instead of blackberry now so it was updated on the system i can make and recieve calls recieve texts but not send any and my internet says could not activate mobile data network i have called various times regarding my issue to be told it is active and i need to check my sim which i am unnable to do at the moment i have reset network settings and all settings after that failed and am stuckfor any other ideas i can try to get it working someone please help me! xx

Re: sim swap

Bambino — Tue, 19 Jul 2016 10:30:03 GMT

@Anonymous You either need to call customer service and explain the problem again, or if you have an O2 store nearby you could call in and they will give you another new sim and do the swap for you in store.

Re: sim swap

Anonymous — Tue, 19 Jul 2016 10:37:44 GMT

the lady said it is active her end so need to check the sim but surely if there was something wrong i wouldnt be able to make calls or recieve anything if that makes sense i cannot get to the 02 store today and am desperate to be able to use my phone again so annoying

Re: sim swap

MI5 — Tue, 19 Jul 2016 10:44:54 GMT

You still have the BB bolt on on your account.
Call back to CS and ask them to change it to iPhone then press save on their settings page.
It will activate overnight so you won't get internet access until the morning.

Re: sim swap

Anonymous — Tue, 19 Jul 2016 11:04:21 GMT

i dont have it on there when i logged into here it says iphone 5 under device so it is known to them i have an iphone now it so confusing!

Re: sim swap

MI5 — Tue, 19 Jul 2016 11:05:31 GMT

It's what's on their system, not yours - Just call them and say exactly as I've said above.

Re: sim swap

Anonymous — Tue, 19 Jul 2016 11:07:52 GMT

ok il give it a go thankyou

Re: sim swap

MI5 — Tue, 19 Jul 2016 11:17:34 GMT

Make sure they press "save changes" after changing the bolt on from blackberry to iPhone.

Re: sim swap

jonsie — Tue, 19 Jul 2016 11:28:01 GMT

This happens far too often. When will staff get the relevant training, it's not hard to understand that changing to an iphone would need the data bolt on changing. Terrible service again.

Re: sim swap

Martin-O2 — Wed, 27 Jul 2016 10:29:00 GMT

Hi @Anonymous did the above advice get your issue sorted?