topic Re: Facetime activation since sim swap - O2 in Tech Support

Facetime activation since sim swap - O2

Sara87 — Mon, 07 Nov 2022 20:39:26 GMT

I am currently 120 hours in, still nothing. Two days of speaking directly with Apple as the O2 advisor on the phone told me it was an Apple issue, strangely the issue didn't appear until I did a sim swap. Same network, same number, same everything yet I am completely without iMessage or facetime.

I am having the same issues of many however I haven't moved to O2, they have sent me out a new sim to try and solve issues of calls going straight through to a missed call and not even ringing along with the fact some people don't even get my messages/imessages and viseversa.
I now have no Facetime or iMessage when I live in a remote area and rely on these to stay in contact with family. O2 are saying it must be an issue with Apple and I need to go to a store over an hour away from my home, Apple have gone through every step and still nothing is showing up apart from O2 being the route cause.

Getting really fed up of being passed from excuse to excuse. No issues before the sim swap, ios updated to the latest version as 'it could be a bug'

Missing messages, calls come through as a missed call text however no actual missed call. People are claiming they are not having texts/imessages off me hence the sim swap and still continues. No numbers are blocked.

Re: Facetime activation since sim swap - O2

MI5 — Mon, 07 Nov 2022 20:52:13 GMT

@Sara87

Have you reset your network settings?

Also check with O2 that iData is active on your account.

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

Re: Facetime activation since sim swap - O2

Sara87 — Mon, 07 Nov 2022 21:37:29 GMT

Reset network settings, apparently O2 tell me there is no issues on my account. Getting really frustrated now.

Re: Facetime activation since sim swap - O2

MI5 — Mon, 07 Nov 2022 22:18:37 GMT

But did you specifically ask if iData was enabled?

Re: Facetime activation since sim swap - O2

Sara87 — Tue, 08 Nov 2022 13:35:45 GMT

When I originally called they told me yes it was active, I've just called again and asked again and its now not active and has been an issue since march this year? They said to call back in 24-48 hours if its still not working and then they hung up!

Re: Facetime activation since sim swap - O2

MI5 — Tue, 08 Nov 2022 13:42:17 GMT

Try calling again @Sara87

If they apply it now it should be active after midnight tonight when the systems update.

Re: Facetime activation since sim swap - O2

Sara87 — Wed, 09 Nov 2022 09:54:27 GMT

@MI5 Still nothing 😞 Facetime activation unsuccessful and number is just saying verifying.

Re: Facetime activation since sim swap - O2

MI5 — Wed, 09 Nov 2022 10:19:22 GMT

@Sara87

OK, let's go back to basics.

Start off by dialing *#002# and press the call button.

This will clear all diverts.

Next dial 1750 and press call button.

This should reset your voicemail.

Next text the word "STATE" to 9011 to reset visual voicemail.

If visual voicemail does not work you don't have iData enabled. Simple as that to test.

Come back after doing the above with the results please.

Re: Facetime activation since sim swap - O2

Sara87 — Wed, 09 Nov 2022 12:03:21 GMT

Hi @MI5 so prior to seeing this O2 called me again and stated that the only next step would be to disconnect my line and reconnect. So this should of gone off at 11am and he stated I needed to do a refresh after 3pm today.
I have just done a complete network refresh on my settings also along with my mobile data reset.

Suppose for now its another waiting game. They don't understand as I don't why there has been an issue from a sim swap, nothing has changed. No network change, no number change, nothing.

Re: Facetime activation since sim swap - O2

Sara87 — Wed, 09 Nov 2022 15:10:28 GMT

ok when calling the voicemail number it says they cannot as they have not received my number and to contact customer services.

first one comes back as failed.

visual voicemail is not showing.

Re: Facetime activation since sim swap - O2

MI5 — Wed, 09 Nov 2022 15:29:37 GMT

@Sara87

Your account is not active.

It might be due to the disconnection still going through, have you rebooted your phone?

@O2Emma can you take a look please.

Re: Facetime activation since sim swap - O2

Sara87 — Wed, 09 Nov 2022 15:34:34 GMT

Re: Facetime activation since sim swap - O2

Sara87 — Wed, 09 Nov 2022 16:03:10 GMT

Have done a reboot and reset network settings after 3pm as advised, managed to call o2 however nothing else seems to be working.

O2 have told me to call ##002# to reset all forwarding, that also fails. After doing that they said to call 1750 however that now says sorry we cannot connect you, and voicemail and 901 doesn't work. I've just had a complete strop and factory reset my phone as i cannot think of anything else and O2 don't seem to know or want to help.
idata apparently was activated at 8pm yesterday....?

Re: Facetime activation since sim swap - O2

Sara87 — Wed, 09 Nov 2022 16:05:30 GMT

visual voicemail is now back after factory reset, still verifying by my phone number and facetime activation unsuccessful.

Re: Facetime activation since sim swap - O2

O2Emma — Wed, 09 Nov 2022 16:07:38 GMT

Hi @MI5 I have already messaged customer to look into this thanks.

Re: Facetime activation since sim swap - O2

Sara87 — Thu, 10 Nov 2022 12:51:09 GMT

Well the unknown has just happened after a full factory reset and disconnection yesterday my facetime has literally activated without me even knowing. So not sure if @O2Emma had done anything behind the scenes or whether it was the reset or the disconnection but over a week its taken to be resolved.

Thanks all!