topic Re: Without service for 11 days after failed sim swap during upgrade! in Tech Support

Without service for 11 days after failed sim swap during upgrade!

Laura61 — Mon, 17 Jun 2024 09:06:19 GMT

I upgraded my phone on 7th June (iPhone XR to iPhone 15) where an ESim transfer should have happened but something went wrong and service was bared from my old original sim at the same time! I was told for 4 days by customer services various different things and that to wait, a plastic sim has been sent in the post and to also go into an o2 store as they could sort it (they couldn’t! As the sim order was processing and comes up with an error of airtime not active even though I’m being billed etc) I was then told on 12th June no physical SIM card was ever sent in the post and the whole thing is stuck in processing and their back office need to look into it to resolve it and allow 10 days! This time is now over and I am still without a working network, old SIM card still don’t work, eSIM error on my o2 account and unable to go through swap sim as error saying changes being processed on account. I cannot access my online banking or anything as everything needs a one time passcode. I am going out of my mind here!!

Re: Without service for 11 days after failed sim swap during upgrade!

Cleoriff — Mon, 17 Jun 2024 09:45:10 GMT

@Laura61

Sorry to say but you really have to persevere with O2 as this is a customer to customer forum.

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. Or call them on 202 or 0344 809 0202 (contract)

4445 or 0344 809 0222 (PAYG)

Guide: How to find help & contact O2

Best of Luck.

Re: Without service for 11 days after failed sim swap during upgrade!

Damokinsella82 — Tue, 18 Jun 2024 11:33:10 GMT

Hi Laura I’m in the same boat, a sim swap was done and now it’s stuck in processing for the last 6 days. I can’t believe this is allowed to happen!!

Re: Without service for 11 days after failed sim swap during upgrade!

Oxonian — Tue, 18 Jun 2024 18:31:59 GMT

@Damokinsella82 wrote:
Hi Laura I’m in the same boat, a sim swap was done and now it’s stuck in processing for the last 6 days. I can’t believe this is allowed to happen!!

@Damokinsella82

If you are directing that comment at @Laura61, you need to tag her thus.

In order to solve your problem, I suggest that you follow the guidance given by @Cleoriff ! 👍

Re: Without service for 11 days after failed sim swap during upgrade!

Laura61 — Tue, 18 Jun 2024 19:46:00 GMT

@Damokinsella82 it’s an absolute nightmare and disgrace that they think it is okay to cancel the old SIM card with immediate effect without a replacement in place. I am now on day 12 without service, I am on the phone and chat to them multiple times every single day and still get told it needs escalating and to wait 10 days…its been more than that

Re: Without service for 11 days after failed sim swap during upgrade!

MI5 — Tue, 18 Jun 2024 19:50:32 GMT

@Laura61 @Damokinsella82

Have you tried going in store with photo ID for a replacement sim?

Re: Without service for 11 days after failed sim swap during upgrade!

Laura61 — Tue, 18 Jun 2024 19:54:53 GMT

@MI5 @Yes I have also been into store 3 times within the past 12 days and they have tried everything but because a sim is “stuck in processing” it doesn’t allow them to issue a new plastic sim or eSIM. It throws them out or gives them an error “airtime plan not active” even though they can clearly see it is active on my account and I am being billed. The store are baffled and then I’m back to being told to speak to customer services and I continue to go around in circles

Re: Without service for 11 days after failed sim swap during upgrade!

Damokinsella82 — Tue, 18 Jun 2024 20:12:42 GMT

Yes, but the previous sim swap is stuck in processing (order). So they are not able to give me a new SIM either 😞

Re: Without service for 11 days after failed sim swap during upgrade!

Damokinsella82 — Tue, 18 Jun 2024 20:13:39 GMT

The customer services are the worse - put me on hold for long periods then disconnect the call.

Re: Without service for 11 days after failed sim swap during upgrade!

Damokinsella82 — Tue, 18 Jun 2024 20:17:07 GMT

I wonder if it might be worth reporting this issue to BBC watchdog. The more people we can get to report this issue the better

Re: Without service for 11 days after failed sim swap during upgrade!

Oxonian — Wed, 19 Jun 2024 18:55:16 GMT

Highly unlikely @Damokinsella82 that BBC Watchdog will be remotely interested.

You need to persevere with O2. Unfortunately, this is a customer to customer community so we cannot access your account or offer other direct 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

I suggest that you take the social media route. The team are based in the UK and have a good reputation for problem-solving.

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

Re: Without service for 11 days after failed sim swap during upgrade!

Damokinsella82 — Thu, 20 Jun 2024 12:06:00 GMT

Hi @Oxonian @Laura61 @MI5 @Cleoriff My hell with o2 is finally over, I managed to get my PAC code and switched to Sky Mobile fully today. I was gutted to leave, but customer services were just the worse. @Laura61 I hope you managed to get sorted out, in the end i visited a store and they sent an email and my details to someone in IT. I finally got the esim to download this morning.

Thanks for all your help 🙂

Damian

Re: Without service for 11 days after failed sim swap during upgrade!

Cleoriff — Thu, 20 Jun 2024 12:08:23 GMT

Good news @Damokinsella82 👍

Re: Without service for 11 days after failed sim swap during upgrade!

ZooMoo — Sun, 30 Jun 2024 19:24:17 GMT

Hi @Laura61 have you managed to get resolved? I’m in this situation now and it’s very frustrating.

Re: Without service for 11 days after failed sim swap during upgrade!

slowsandal — Sun, 30 Jun 2024 21:20:42 GMT

bbc watchdog no longer exists but it could be reported to BBC rip off britain

Re: Without service for 11 days after failed sim swap during upgrade!

Oxonian — Mon, 01 Jul 2024 17:34:31 GMT

Ripoff Britain will not be interested @slowsandal ; O2 have a ridiculously high number of subscribers so it would need a massive number of complaints to catch the editor's eye. 👍

Re: Without service for 11 days after failed sim swap during upgrade!

cnwfc — Mon, 15 Jul 2024 09:37:27 GMT

Did you make any progress in the end?

Exactly the same has happened to me, I requested a replacement plastic sim card on Thursday 4th July, which was delivered on the 5th and ever since I have been trying to activate it. It keeps saying the SSN cannot be activated and O2 keep giving me the same line as you, it could take 10 days, we need to pass this to the back end team.

Re: Without service for 11 days after failed sim swap during upgrade!

gmarkj — Mon, 15 Jul 2024 10:21:36 GMT

If the new sim is a replacement, depending on why you needed it it may have come already activated @cnwfc and you can just put it into your phone and use it...

Re: Without service for 11 days after failed sim swap during upgrade!

cnwfc — Mon, 15 Jul 2024 10:28:12 GMT

The sim is dead. I am trying to go from eSIM to plastic sim.

The order is stuck 'Processing' and nobody seems to be able to help. The shop cannot issue me a sim. The X team tell me to go to the shop. CS tell me they need to wait for the backend team to manually register the sim.

Complete and utter mess.

Re: Without service for 11 days after failed sim swap during upgrade!

PrincessO — Mon, 15 Jul 2024 19:23:31 GMT

I made the unfortunate decision on Thursday to upgrade and I've been through all of the above since then. My number has been changed to the temporary number they gave me in February when I ported in. Hospital telephone consultation tomorrow and Thursday and my number no longer exists, except on O2 screens.