Desperate need of help

caitlinbarrell · ‎17-11-2023

Hello,

Long story I’m afraid but I paid off my last phone with O2 and thought it was time for an upgrade and was told I needed an ESIM so I ordered that and it didn’t work. Then told to go in store to get a QR code which also didn’t work. Went into store again and they tried to take me through all security questions and I somehow failed all on them even the model of my phone which I don’t understand because I can very clearly see what phone I have. Just called them up and failed all again, so was told to change my security question, so went to do that and you can only do that by text verification which I obviously can’t do since I don’t have a SIM. I can’t log into my bank accounts to pay bills or anything since they require text verification. This has been going on three weeks now and I’m a such a loss I am crying.

I’m in desperate need of help if anyone knows any way to help, I would be eternally grateful thank you.

Caitlin

Enlli · ‎17-11-2023

Why did they suggest an eSIM? It's usually better to start with a traditional SIM and swap.

As it was an upgrade have you tried your old SIM to see if it still works?

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.

MI5 · ‎17-11-2023

@caitlinbarrell

How did you do the upgrade?

Did you get a call from someone saying they were O2?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

caitlinbarrell · ‎18-11-2023

I did try to old sim when I first got my phone and was struggling to set it up so I turned to the online chat and they said to just get a esim, so that’s what I did and that ended up not working either.

caitlinbarrell · ‎18-11-2023

I just did it through the O2 app

MI5 · ‎18-11-2023

@caitlinbarrell

I'd find a different nearby store to go and get help from as this isn't likely to anything that we can diagnose remotely.

Store locator | O2 UK | Find Your Nearest O2 Store

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

caitlinbarrell · ‎19-11-2023

unfortunately I have done so and they just ask me to call the online operators. It just seems like I’m bouncing back between going in store and calling O2 up 😕

MI5 · ‎19-11-2023

Then you need to progress it to an official complaint @caitlinbarrell

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.