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No service

BeckyLouise
Level 1: Joiner
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I’ve just received my upgrade today. So i swapped SIM card into new phone. But it’s coming up with no service. And no matter what i do. It’s still saying the same.  I have also don’t the signal tracker. And in my area it’s saying there’s no problem. How do I change this ? 

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Bambino
Level 72: Oracle
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@BeckyLouise Are you using your old sim or the new one that came with your new phone? If you're using the new sim you need to do a sim swap: SIM Swap: a mini guide (incl eSim) - O2 Community

Alternatively you could just use your old sim, if you're not in an area that's 5G enabled yet, or call into an O2 store tomorrow, if you have one nearby, and they will sort it for you.

I DO NOT WORK FOR O2



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Message 2 of 9
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BeckyLouise
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I’m using my old sim, it’s a bit weird because I’ve never had this problem with my previous upgrades. I did try call o2 this afternoon but I was waiting to get through to an operator for an hour and a half 

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Bambino
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@BeckyLouise Might sound silly, but make sure you've got the sim inserted correctly in the tray. It's a common problem.

I DO NOT WORK FOR O2



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Message 4 of 9
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MI5
Level 94: Supreme
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@BeckyLouise 

If you have an iPhone, O2 have been shipping them with a temporary bar on them which is lifted when the genuine customer calls O2 upon receipt of the phone.

You'll need to call customer service to check.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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TheresaV
Former Staff
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Hey @BeckyLouise how are you getting on with this one? Is your handset now active or are you still having problems?

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? login to My O2 for help


If you'd like to take part, why not register? slight_smile
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BeckyLouise
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Hi @TheresaV  it’s all sorted now thank you. There was a faulty in the phone but the SIM card.  

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BeckyLouise
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I didn’t know they did this. I have it all sorted now. There was a faulty in the phone itself. 

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MI5
Level 94: Supreme
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Good news slight_smile

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 9 of 9
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