topic Re: SIM swap still processing in Tech Support

SIM swap still processing

DD91 — Tue, 16 Apr 2024 10:46:46 GMT

Hi,

Desperately trying to find a solution to my SIM swap nightmare! It’s been in ‘processing’ for 7 days now. The store and customer services don’t seem to be able to do anything apart from escalate it to the elusive back end team. How can it take so long?

Thanks

Re: SIM swap still processing

jonsie — Tue, 16 Apr 2024 11:00:59 GMT

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202 or 0344 809 0202

Re: SIM swap still processing

gmarkj — Tue, 16 Apr 2024 11:31:18 GMT

When you say a sim swap @DD91, do you mean you were transferring from one o2 sim to another of the same type (contract or pay as you go)?

If not, what were you trying to do?

Straight sim swaps should happen within a couple of hours (guide - ).

Re: SIM swap still processing

DD91 — Tue, 16 Apr 2024 14:18:46 GMT

Yes, the original SIM just stopped working, so the store colleague just did what should have been a straightforward swap and taken a couple of hours to activate. However, that’s not been the case as it’s stuck in a processing glitch. I’ve tried every avenue I can think of to try and resolve - the shop, customer services and Twitter, but all to no avail. I guess my reason for posting here is to see if anyone else has experienced this and has a suggestion of how to get it resolved. They’ve gone beyond what I was told their SLA is, so it clearly means nothing. I just keep getting told they’ll get back to me and that it’s being worked on, but it’s all very open-ended and frustrating.

Re: SIM swap still processing

gmarkj — Wed, 17 Apr 2024 07:52:55 GMT

That does sound very odd, and unfortunately we can't really help more than say you need to keep going with customer services @DD91 - we used to have some excellent customer advisors helping out on the community, but they were removed last year.

All of the ways to contact customer services are in the guide below - try calling at 8am when they open.

Re: SIM swap still processing

Oxonian — Tue, 07 May 2024 18:26:56 GMT

Did you get this resolved @DD91 ? ❓

Re: SIM swap still processing

RandAlThor — Mon, 03 Jun 2024 18:08:18 GMT

@DD91 Hi,

Did this get resolved in any way? I am experiencing the same issue.

Re: SIM swap still processing

Oxonian — Tue, 04 Jun 2024 19:37:40 GMT

@RandAlThor

If you click on the name of @DD91 above, you will see that he is offline ; he also did not respond to my post of 7 May 2024.

I would suggest that it is now unlikely that you will get any response from @DD91 ! 👍