no phone data for 3 weeks!

[paulamc69]

can someone help me i am tearing my hair out.  

My daughter's phone was recently stolen.  After I reported it to O2, they promptly issued a replacement physical SIM, which initially worked as expected. My daughter subsequently purchased a new handset from Currys and transferred the physical SIM to an eSIM. I received confirmation from O2 that the transfer was successful, yet she has had no data access since.

Despite multiple calls and hours of time with O2 (, and extensive troubleshooting efforts including:

• Restarting the device
• Toggling airplane mode
• Forced restarts
• Resetting network settings
• Toggling mobile data and roaming
• Verifying APN settings
• Confirming no local network outages
• SIM swaps
• Testing the SIM (plus other sims) in another handset at an O2 store

the issue remains unresolved.

 We were informed that the issue had been escalated to technical support and advised to allow 10 days for resolution. Tech support rang me today, and it was the first time they had looked at the issue.  unbelievable!  they are trying to say it is a mast issue but we have been all over the county in the past 3 weeks on different masts and still no data.  

When her phone was stolen they put a bar on it and then they sent the physical sim. when she got her new phone and switched to an esim - that is when it all started.  she has the physical sim in her phone now.  she has just downloaded the o2 app for the first time. There was a message saying she had an esim ready to install.  i told her what's the worst that can happen - it cant get any worse, so she installed it . still no data but her phone is now telling her she has 2 sims. 

o2 are being absolutely no help - 3 weeks with no data now and no update 😞

[Pmc]

Found it

[Pmc]

Currently online with them on FB messenger. They told me my ticket was closed on 29/8. I've rung them 18 times since then and each time they escalated my ticket so what the hell are they on about. I have utterly and completely lost my faith in o2. I dont think this will ever get fixed and all the time the ****** are still charging me!

[Enlli]

@Pmc 

(https://o2uk.co/O2CFB) , or

Instagram (https://o2uk.co/O2CIG) 

Or phone them on 202 or 0344 809 0202 (contract)

[pgn]

You may have to resort to this, @Pmc -

Guide: Cancelling Your Contract 

But keep at them via FB, as this can then be escalated to the Forum Manager, who'll pick it up on Tuesday next week.

Good luck!

[AmanG]

I’m having the same issue as well, after having my phone stolen whilst abroad. Tried all those steps you’ve stated and gone back and forth with customer services who have been no help. 

They told me that they’ve had some similar complaints from other customers, and believe that this latest batch of SIM cards is faulty - so it looks like we’re both affected as it’s fairly recent. 

They advised for me to go into an O2 store and get a new SIM card (I’m now on my third one since the issue started), but it still hasn’t been fixed and I’m assuming that their stores are still handing out these faulty sims. 

All we can really do is wait for now and wait for that daily call from customer services where they state the obvious haha. 

Hopefully it’ll be resolved soon for us both. 

[Emkateb9]

Also having the same issue since having my phone stolen and being prompted to install an eSIM on my new handset. Has anyone had any luck getting data back up and running? 

[Enlli]

How did you install the eSIM

eSIM - How to activate  

However as you phone was stolen there may be a bar on your account which only O2 can lift

[AmanG]

I’ve finally got this fixed by customer service - they called yesterday and said they could try resetting the data bar attached to my number, by reapplying the data bar and removing it (as there was one originally put onto the number when my old phone was stolen, but then removed when I received my new sim). I then restarted my phone and my mobile data was back working! 

In summary, it looks like the original removal of the data bar glitched when being removed, and just required a reset from O2’s end. Hopefully this information helps everyone else on this thread! 

[pgn]

Interesting, @AmanG - both that they called you back, and that the issue was down to a fault 100% on the O2 side - so much for "a batch of faulty SIMs" 🙄

Thanks for following up here, so many never return...

[Monkeybandit]

I was having same problem, was waiting weeks for tech support to do something, tried this and it worked!

thank you