Hi @Mya
I would recommend calling from a landline 0344 809 0202 which is a standard rate call and see where the sim card is or how long it will take to arrive.
Webchat is limited at the moment, ill tag some community mangers in and hopefully we can look in to this for you.
@Mya Customer service numbers and how to use Skype are in the link below.
Guide: Coronavirus Community Help and Support
Use the Lost/Stolen or Fraud option if you have to, to get through.
Hey there @Mya , and thanks for the tag @O2Karl and for info on how to contact CS above @Bambino 
Let us know if you've made any progress with this since you last posted and were able to get in contact with CS with the methods mentioned above? If you're still stuck despite speaking with CS, I'm happy to check if we can get someone on our end to take a closer look at the issue. 
→ 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? See if the My O2 how-to guide will help
If you'd like to take part, why not register?
You need to call customer service to check for any bars on the account or SIM card.
Service is not closed.
All numbers to try here Guide: Coronavirus Community Help and Support
Say you want to upgrade to get connected with an advisor.
@Mya wrote:
I’ve tried but apparently phone service is closed due to covid. I am so fed up 😢
No it's not closed. They are working with limited staff and some are working from home.
All numbers are in this guide Guide: Coronavirus Community Help and Support You have to keep trying. Also the O2 stores are open as well.
