topic Re: Sim Swap nightmare! :( in Tech Support

Sim Swap nightmare! :(

SlowJamz — Thu, 28 Dec 2023 09:17:49 GMT

Good morning

I'm having no signal following a failed sim swap. I was sent a 5g sim to replace my 4g sim and the process didn't complete. I was told it would be ok after 24hrs, this was back on the 21/12. Its now been a week and I'm without my phone still. I have called up many times to the Customer Service department and no one seems to be able to help. Just that it was raised and sent to the 'back team' to resolve as the sim is stuck in processing/reserved? and will be 5 days. this was back on the 22/12.

Does anyone have any idea how this can be repaired so I can get my phone working again?

Re: Sim Swap nightmare! :(

madasaf1sh — Thu, 28 Dec 2023 10:11:29 GMT

@SlowJamz

Sim swaps do fail unfortunately, and they do take time to fix especially over a bank holiday...

Your best bet is to go to an o2 store with Photo ID and see if they can issue a replacement sim card, or just keep persevering with o2 customer services

Re: Sim Swap nightmare! :(

SlowJamz — Thu, 28 Dec 2023 10:19:45 GMT

Thank you for the reply.

Yes, I’ve been to the store which also was no help as the system wouldn’t allow the CS agent to reassign a fresh sim, or ESIM.

I’m hoping it will be solved this week, before I return to work. 🙏🏽

Re: Sim Swap nightmare! :(

SlowJamz — Thu, 28 Dec 2023 14:02:02 GMT

@Dave-O2 Hi Dave, wondering if you can help with what I'm experiencing with my sim swap issue? I've searched the community and seen that you've helped a few others here. wondering if you can shed any light?

I did a sim swap on 21/12 and up to now I still have no signal 😞 been a week since, contacted O2 CS many times, and the local O2 store cant help, as apparently it's stuck in processing?

Thanks

Re: Sim Swap nightmare! :(

Dave-O2 — Thu, 28 Dec 2023 15:10:40 GMT

Thanks for the tag @SlowJamz

Can you please drop me a PM with some more details and i'll take a closer look 👍

Re: Sim Swap nightmare! :(

SlowJamz — Fri, 29 Dec 2023 10:25:35 GMT

All sorted as of this morning, fingers crossed

Re: Sim Swap nightmare! :(

RandAlThor — Mon, 03 Jun 2024 18:12:54 GMT

@SlowJamz Hi 😃

Sorry to bother you, but I see that you had a similar issue to what I am currently experiencing, how did you get it resolved? I've been to two different stores and also spoken to 4 different customer service agents on the phone, but nobody is remotely bothered to try and have this resolved.

Re: Sim Swap nightmare! :(

Oxonian — Tue, 04 Jun 2024 19:45:07 GMT

@RandAlThor

You have tried to re-open a thread from last December, and if you click on @SlowJamz's name, you will see that he has been offline since 29 December 2023. hence, it seems unlikely that he will respond.

It looks like @Dave-O2 sorted out the issue for @SlowJamz ; have you thought of messaging his social media team and asking them to help ? You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

A complete schedule of how to contact O2 is in :-

Re: Sim Swap nightmare! :(

RandAlThor — Tue, 04 Jun 2024 22:44:46 GMT

@Oxonian Thank you very much. I've already connected with Dave, but was hoping to hear from the rest of the community about their experience.

I've been speaking with O2 via phone, chat, Twitter and Instagram over the past 3 days, but have not been able to get a reasonable response =( Except the wait for the backend team to process the ticket which certainly isn't good enough considering that this is an issue of their creation. The fact that nobody seems to be bothered at all is quite disappointing.

Re: Sim Swap nightmare! :(

Oxonian — Wed, 05 Jun 2024 18:52:38 GMT

@RandAlThor

Yes, I can see why you would be disappointed.

You posted in message 7 (above) that "...you had a similar issue to what I am currently experiencing...". Could you please summarise exactly what your problem is ? If anyone has experiences to share with you, they will then do so. 👍

Re: Sim Swap nightmare! :(

CC2908 — Thu, 19 Dec 2024 06:39:49 GMT

Hi,

We are stuck in the same situation. eSim swap started on 15/12. Still nothing. All we are told is it has been sent to back office and there is nothing they can do. I desperately need access to my number.

@Dave-O2 any help would be greatly appreciated with this as I have run out of options and no one seems to know what is going on.

Many thanks.

Re: Sim Swap nightmare! :(

pgn — Thu, 19 Dec 2024 08:21:35 GMT

The Community Manager @Dave-O2 and the acting manager @Kei-M_O2 are off until January 2025 - you would need to persist with O2, but the Social Media Team, accessible by Facebook Messenger or via a DM in X platform are available - just be persistent until an agent engages with your query. Links to both are listed in - including other non-DM link for X (not much use, tbh!) and Instagram (never tried that, but some have, with success).

Good luck, @CC2908

Re: Sim Swap nightmare! :(

CC2908 — Thu, 19 Dec 2024 09:08:15 GMT

Thank you for the quick reply.

Sadly, O2 themselves are pretty awful and consistently blame the mysterious back office team for the issues.

I've reached out it X as I don't use any other social media and nothing.

It's like they know you have nowhere to go with it and have no choice but to sit and wait..

Very frustrating.

Appreciate your advice.

Re: Sim Swap nightmare! :(

pgn — Thu, 19 Dec 2024 10:56:25 GMT

I find you need to nudge them via DM on X, using the same thread you started with them, a few times @CC2908 - my experience here to show timelines:

https://community.o2.co.uk/t5/Other-Products-and-Services/O2-Web-Top-Up-not-recognising-a-valid-O2-PAYG-number/m-p/1617196/highlight/true#M50823

Keep nudging 👍🏼

Re: Sim Swap nightmare! :(

Dave-O2 — Mon, 06 Jan 2025 13:23:53 GMT

Afternoon @CC2908

Are you still facing the same issue as described above?

As @pgn suggested I have been on leave and have today.

Please drop me a PM with further details if I need to take a closer look.