All of a sudden network not available

[Bairn76]

Out of the blue yesterday my iPhone 11 Pro Max said network not available, I tried taking sim out and back in but no luck, checked issues in my area but nothing and my Wife's O2 sim worked fine. Tried my Wife's sim in my phone but still the same, she then tried my sim in her phone which worked. I have also tried a different network sim (3) in my phone and it worked. I have reset network settings, turned phone off and on, turned airplane mode off and on, turned data off and on, spoke to Apple who were great and after running a bunch of tests said all was good and someone at O2 has changed a setting and somehow locked me out. Spoke to O2 and best i could get was a new sim coming in a few days and that was after waiting 50 mins and the rep being pretty rude (sounded fed up and tired). Apple also said phone is not reported lost or stolen, had it for 2 years so did not think that would be an issue. Using O2 wi-fi calling for now but not able to use phone when leaving the house and its so important to me. any help would be greatly appreciated, thank you.

[Enlli]

Well as your SIM worked in a different phone and hers did not work. Then a Three SIM did. Strikes me there is a bar on your account.

Problem not is O2 will have disconnected the original SIM while sending out the new one!

[Bairn76]

Thanks for the reply, problem now is o2 are not prepared to even hear me out and try and help.

[Enlli]

Sadly, we are all customers here now as any O2 advisors were withdrawn in July.

As you have found Customer Services are not the most helpful.

You could put in an Official Complaint.

Resolver, part way down this page are the best.

https://www.o2.co.uk/how-to-complain

[gmarkj]

See if this site helps

CheckMEND 

[Bairn76]

So did CheckMEND already and i should have mentioned, it does appear to say lost but Apple went away and did a full check and say its not and is fine, it was bought new and i have never reported it as lost or stolen. I am so confused what has happened. I am meant to be getting a call from O2 complaints within 5 days (see if that happens). Thank for all your help.

[Oxonian]

@Bairn76 

I would suggest that you keep persevering with Customer Services on this. You need a technical specialist to look at it for you. 

Please bear in mind that even if the complaints' team contact you, that will be to update you on the progress with your complaint ; but the complaints' team are unlikely to be technical specialists and so will not be in a position to resolve you underlying problem.   

[MI5]

@Bairn76 

What does it say when you look under Settings >General >About >Network Provider Lock?

[Bairn76]

In the settings at network provider it says O2 56.0

[Bairn76]

I will add that I’m using O2 Wi-Fi calls while the sim is not working