Replacement sim does not work (Pay and Go)

[LA2024]

I lost my phone. Ordered a new sim and the correct sim was finally sent. They said it was sent 'pre-activated' (I'm currently outside of the UK). I put the sim in my new phone, nothing. It doesn't have any service, no texts are coming through. I can't even get into my o2 online account to top up. The log-in page is trying to send me a verification text which is not coming through. I've been without my number for over a month now. Please help?

[Bambino · Accepted solution]

@LA2024 If you reported your phone as lost there's probably a bar on your account.

You need to contact O2.

You can download Skype Guide: A Guide to Skype and call free on +44800 032 1402
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 the suggestion above doesn't get you through.
Best time to call is 8 am.
Or message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (now X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 0344 8090222 (PAYG)

[pgn]

The table in the guide linked here will give you an idea of the bars applied to your account, your lost handset and the SIM, in case you have to guide the O2 CS agent through restoring your service, @LA2024 

Using Social Media, as @Bambino mentions above, is probably your best bet, you can keep reminding them every so often until your request reaches the tip of their list for action by O2. Good luck!

Guide: O2 BARs