O2 lied to me ... again

[Caslad19]

hi everyone, 

Another problem yet again with O2. i got in Contact with the in app customer service as im getting the new iPhone on Saturday and wanted to know the process of changing over my eSim. they said i had to have a new esim and that coverage will remain until i activate the new esim. well they lied... i lost signal straight away and they have said i need to wait 24/48 hr for the order to process. what i dont understand is why the order needs to process i would of thought it would be an immediate order. im now lost in limbo with no usable phone the day before i pick up a new one. 

i have never experienced such poor customer service from a company before. 

when i first took out my contract it took them nearly 2 months to port my number from 3. 

any advice would be appreciated 

[MI5]

@Caslad19 

Get an esim activated in store when you pick up your new phone.

[Caslad19]

can i still do that even though my sim swap is still under processing 

[MI5]

@Caslad19 

All depends if the system will allow it, but it's your only hope.

[Caslad19]

what is the best course of action if the system wont let them do. they have said i need to wait 24hr for the order to process but reading other issues people have had on here. its taken weeks for them to get sorted. 

[Enlli]

I would say swap to plastic...O2 are poor at handling esims. 

However I read that also may not work while processing is going on.

The social media teams seem the best at handling things.

[Lcw]

Been over a week without any service here, just rang them again and been told will likely take another week. Can’t even cancel the order as it’s stuck in ‘processing’ 

[Oxonian]

You need to persevere with O2 @Lcw. 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

The social media team are based in the UK and have a good reputation for solving customer problems. 

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

Guide: How to find help & contact O2