topic Re: Not registered on network in Tech Support

Not registered on network

Helen27 — Wed, 17 Jan 2024 12:22:37 GMT

Can someone please tell me why my phone suddenly cut off mid call and now it says no registered on network, all bills are up to date, I can't make or receive calls not even to o2 on 202, I don't have a landline anymore and I have a heart problem.

Re: Not registered on network

MI5 — Wed, 17 Jan 2024 12:25:09 GMT

@Helen27

It's either a sim, phone or network issue.

Check guide first

If you need a new sim, pop into your local O2 shop with photo ID.

Re: Not registered on network

bazwaldo — Sat, 23 Mar 2024 13:20:57 GMT

Today I experienced the same problem as the OP above, my O2 Classic PAYG sim is showing as "not registered on network".

This is with a 2nd handset, a Samsung Galaxy S7, which I use mainly as a SatNav device in my car, because of this it requires network access very infrequently and the O2 Classic PAYG 3-2-1 setup is very suitable.

The sim was activated on 27/05/23 when I topped up with £20 credit, this was confirmed by O2 texts, the last text received was a "spam" do you need to top up text on 08/11/23.

I tried restarting, removing and replacing sim.

I called O2 customer services and was passed to payg dept. who eventually advised sim would be reactivated after I confirmed SSN, he also confirmed the sim had £19.14p credit, then call dropped.

I called back and gave landline in case of a dropped call again, I reconfirmed the details as in the first call.
The advisor said that the Classic PAYG 3-2-1 sims were discontinued, I advised my main phone was still on the Classic PAYG 3-2-1 sim and that the O2 website confirms this with my number and credit amount:-

Classic Pay As You Go
3p a minute, 2p a text, 1p a MB of 2G/3G/4G data

The advisor put me on silent hold while he looked at the issue with a Team Leader.

The advisor came back and said that the sim should be reactivated within 24 hours and that if I call back and confirm this the £19.14p credit can be reapplied to the sim.

I wish O2 would reinstate the Classic PAYG 3-2-1 option as I, like many others I'm sure, find it a cost efective and convenient option.
I do resent O2 trying to force me onto a rolling PAYG monthly payment which is more expensive and not suitable for my needs.
Come on O2 listen to your customers and provide what works for them not the other way around!

I will add an update once things have hopefully been sorted out.

Re: Not registered on network

bazwaldo — Sat, 23 Mar 2024 13:46:40 GMT

After an hour or so I rebooted the Galaxy S7 and it showed as being network connected and I was able to run *#10# which returned 0 balance.
I called back to O2 customer services on 0344 8090202 again from my landline and this was more direct as my problem Classic PAYG 3-2-1 sim mobile number was now recognised.
The advisor put me on silent hold after I requested the outstanding £19.14p credit be reapplied to my phone.
She came back advised me to turn off mobile data access on the Galaxy S7, she then applied the missing credit and after I ran *#10# the missing £19.14p showed as my available credit once again!
I thanked her and her colleagues for fully resolving my problem!
Overall it went better than I had expected!

I hope this helps others experiencing the same issue.

Re: Not registered on network

madasaf1sh — Sat, 23 Mar 2024 13:49:31 GMT

@bazwaldo

Glad they sorted it.

You need to ensure you classic PAYG sim makes a call every 6 months as per your terms and conditions or this will happne again in September if you dont.. and you might not be so lucky...

Re: Not registered on network

pgn — Sat, 23 Mar 2024 13:53:41 GMT

The info you have on this O2 product is referenced here - note it is a legacy product https://www.o2.co.uk/help/pay-as-you-go/classic-pay-as-you-go

You need to make a chargeable activity or top up at least once every 6 months. See here: https://community.o2.co.uk/t5/Pay-As-You-Go/lost-all-credit-on-my-phone/m-p/1696366/highlight/true#M33345

Make a short call to stay on the safe side, whatever O2 say.

Re: Not registered on network

bazwaldo — Sat, 23 Mar 2024 15:02:55 GMT

Thanks for the sound advice.

Re: Not registered on network

bazwaldo — Sat, 23 Mar 2024 15:03:39 GMT

I will thanks.

Re: Not registered on network

Oxonian — Sat, 23 Mar 2024 16:09:20 GMT

@bazwaldo wrote:
After an hour or so I rebooted the Galaxy S7 and it showed as being network connected and I was able to run *#10# which returned 0 balance.
I called back to O2 customer services on 0344 8090202 again from my landline and this was more direct as my problem Classic PAYG 3-2-1 sim mobile number was now recognised.
The advisor put me on silent hold after I requested the outstanding £19.14p credit be reapplied to my phone.
She came back advised me to turn off mobile data access on the Galaxy S7, she then applied the missing credit and after I ran *#10# the missing £19.14p showed as my available credit once again!
I thanked her and her colleagues for fully resolving my problem!
Overall it went better than I had expected!
I hope this helps others experiencing the same issue.

@bazwaldo

I am sure that our Community manager, @Dave-O2, will be interested in this positive feedback. 👍

Re: Not registered on network

bazwaldo — Thu, 25 Apr 2024 15:16:18 GMT

Well, lightning has struck again!

I've just charged and rebooted my Samsung S7 to find it is showing the sim as unregistered once again!

So now I have to go through the whole rigmarole outlined above again.

I am on the landline phone to the Indian call centre to try and get my PAYG sim reactivated and the credit reapplied once more.

The agent is very helpful and I am on hold......

Re: Not registered on network

bazwaldo — Thu, 25 Apr 2024 15:49:11 GMT

After a short hold the agent advised that he was unable to do the same as his colleague back in March 2024 and that he would create an reactivation order for the sim which would take 24 hours to complete.
After this I would be able to add at least £10 phone credit by dialing 4444, the agent then made a refund to my bank account of £19.14 for the previously unused credit which had been lost. This could take upto 5 working days to show up in mu account.
He confirmed that the sim would remain as a Classic PAYG 3-2-1 sim.

If there are any other issues I will note them here.

For my part I will have to make sure that I either text or make a call at least every few months to keep the sim active.

Re: Not registered on network

Oxonian — Thu, 25 Apr 2024 20:37:54 GMT

Glad that seems to be on path to resolution @bazwaldo ! 👍

Please keep us updated on developments. 😀

Re: Not registered on network

bazwaldo — Fri, 26 Apr 2024 08:57:01 GMT

Today my sim is now recognised again and *#10# returns 0 balance, I topped up with £20 using my debit card by calling 4444 and checking the PAYG 3-2-1 balance confirms the credit.

Provided the refund for my missing original credit shows up in my bank account everything - I hope - is now fixed and back to normal!

Phew! 🙂

Re: Not registered on network

Oxonian — Fri, 26 Apr 2024 18:17:47 GMT

Excellent @bazwaldo, please you have got finality ! 👍

Re: Not registered on network

bazwaldo — Thu, 16 May 2024 19:22:40 GMT

16/05/2024

Today I checked my bank account to find that the promised refund from O2 of my unused original PAYG credit of £19.14 has not come through.
On 25/04/2024 the agent promised it would be returned to my bank account within 5 working days.
The only amount showing is the new credit I was asked to add of £20 on 26/04/2024.

I called the PAYG helpline on 0344 8090222 and spoke with an Indian Call Centre agent.
After explaining the above he stated he had to speak to a Team Leader and I asked to speak to the TL directly.
After this I was left on a silent line for several minutes.
WIth no one seemingly on the line I ended the call and instead emailed a complaint to complaintreviewservice@o2.com giving a brief outline of the problems I have had with the sim being unregistered twice and the missing PAYG credit refund.
I will add another note once I hear back from O2 regarding my complaint.

Re: Not registered on network

madasaf1sh — Thu, 16 May 2024 19:33:52 GMT

@bazwaldo

Just to set expectations, you should expect a reponse by mid July at the latest, as o2 like other networks have 8 weeks to respond and in that time no one from customer services will be able to help you on this issue.

Re: Not registered on network

pgn — Thu, 16 May 2024 19:39:50 GMT

As here, @bazwaldo

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+Code+12.10.23.pdf/9650ee76-8b85-0752-e315-6e1ae86641c7?t=1697123425947

Re: Not registered on network

bazwaldo — Thu, 16 May 2024 20:28:41 GMT

A satisfactory solution is very simple for O2 to complete quickly.

If they refund my missing credit as promised then problem solved.

It's about time this issue was put to bed!

Re: Not registered on network

pgn — Thu, 16 May 2024 20:36:56 GMT

Knowing O2, it will be left until the very last possible moment, @bazwaldo

And the e-mail to complaintreviewservice@o2.com will have set a flag against your account that any CS advisor will see, resulting in your query being dropped, most likely, pending outcome of the complaint review and removal of the flag on your account. No CS agents from O2 monitor the Community Forum, so you really need to wait, @bazwaldo. Alas.

Re: Not registered on network

bazwaldo — Thu, 16 May 2024 20:45:06 GMT

Thanks, I don't mind waiting for O2 to do the right thing!