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.

[MI5]

@Bairn76 

I asked about network provider lock as it seems it's just O2 sims that won't work in your phone only, so has to be something with your phone or settings that's the issue with O2 sims.

[Bairn76]

Thanks. Any idea what, I’ve not changed anything. Is it something o2 has done

[MI5]

@Bairn76 

No idea but that's why I'm asking about the lock status.

If your phone is now locked to Three network for example (and some strange reason) it would explain it.

[Bairn76]

It’s not just working with a 3 sim, it works with any others EE, 3,  but not my o2 sim which I’ve been using for 18 months

[Bairn76]

Replacement SIM did not work, did not think it would so I called and they just hung up on me.

[Bairn76]

I’m now being told to go to a store for help, I tried this a few days ago and they couldn’t help as all their systems were down and they were not prepared to help without access to that.

[Oxonian]

@Bairn76 

If you feel inclined to visit an O2 retail store again to try to solve this, you could 'phone ahead in order to check that their systems are up and running :-

Store locator | O2 UK | Find Your Nearest O2 Store

https://stores.o2.co.uk/

I suggest that you try to visit when they might be quiet too, as you might need them to spend a siginficant amount of time with you. 

Good luck ad please let us know how you get on. 

[Bairn76]

Went to O2 store and waited about 90 mins to come back for appt, then staff member although very helpful struggled to understand what had happened, he did web chat but got as about frustrated as i had after getting no help. Another member of their staff then suggested to try an e sim, so she set that up and woohoo it worked. They were still so confused why my sim slot was locked out and as I had tried 3 and EE sims and both had worked we knew it was not a fault with the phone or sim slot. Great to have it working again and staff were amazing and so helpful. Just dont know what to do about the sim slot.

[Oxonian]

@Bairn76 

If you are up and running again, that's the main thing. Sometimes, the face-to-face approach in the O2 retail store can pay dividends.