Upgrade whilst in Spain

[HB8]

My friend upgraded her package whilst in Spain, she had to download an esim. She now has no service - 5 days so far. Her old sim has been deactivated and has been told she can only have a new sim issued and it has to activated it in the UK. Very unhelpful as she will be in Spain for the next 3 months. O2 have said this is the only option.

[madasaf1sh]

@HB8 

She didn't have to go down the esim route, she could have just selected use my exisiting sim, a case of user not reading and blindly clicking next...

Unfortunately what they say is partly correct, as there is no guarantee it will be activated outside the UK..  

Her only option is to get a sim posted to a UK address and then someone take or post it over to Spain... (at her own risk)... 

She can always try and get o2 to reactivate the old physical sim, but that is going to be a challenge...

[HB8]

Thank you. We asked them to reactivate old sim they said they can't do it.

[HB8]

Also the esim downloaded and its saying active on iPhone but there is still no service showing. The o2 app is showing the new package details.

[MI5]

@HB8 

message them on Social Media if that works best for you - on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Enlli]

@HB8  You say your friend is in Spain for the next 3 months. They should be aware of the Roaming Fair Usage Clause

Using our services in our Europe Zone for more than 63 days in any four-month period is what we consider to be unfair use. If you do this we’ll send you a fair usage notification by text. If you continue to use these services after we’ve notified you, we’ll apply surcharges for further usage that we recognise as overage.

These surcharges are £3.50 per GB for data, 3.3p per minute for calls and 1p per text. The surcharges will appear on your next month’s bill. We’ll stop applying surcharges to your European Zone usage once the majority of your usage over the previous four months has been in the UK.

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