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 😞
