Roaming Spain - Please help !

[Anglo]

Hi Community, I bought an O2 PAYG SIM (6GB for £10) from Amazon and had it delivered to Spain. I need a UK phone number because I am returning to the UK often and will be moving there in a month. The people I purchased it from activated the sim nd added a £10 PAYG bundle - and I know thats the case because O2 told me its activated. I also topped up the account with £10 which I can see in my account.

HOWEVER: I cannot recieve any or make any calls, and neither can I send any SMS -- but I can recieve SMS. I can use the data, it is roaming and working fine, but not voice or SMS 😞

I called O2 3 times yesterday (from Spain) and they gave me 3 solutions that did nothing. They say they have opened a case, but ive heard nothing yet and im afraid I will have to call them again - which is probably costing me 10 euros each time.

Can anyone help? I am very tech literate so have no issues with any of the tech, but it should just work, but isnt.

When I call a number I get a high pitched beeping, a bit like the recipient is engaged, but its a higher tone than that.

Please help, im desperate !

[Cleoriff]

@Anglo 

Have you tried manually selecting a different network?

Take the sim out, clean it gently, reinsert and reboot the phone.

As some things are working you obviously haven't got a roaming bar but it does sound as if there may be a problem with the sim. ie you may need a new one. (Occasionally people have received new but faulty sims)

You could pop into one of the numerous mobile phone shops in Spain and see if someone could help?

Finally and as a last resort, you could always use a local sim until you come back to the UK.

[MI5]

@Anglo 

Not sure how it would work out with it not yet being registered on O2-UK.

I'll tag @O2Kyle to see if he can offer any help?

[Anglo]

Supposedly its been "activated" and confirmed by O2, but is that different to registered?

[Anglo]

Is there anyway I can debug it?

[O2Kyle]

@MI5 Thanks for tagging us on this one.

@Anglo Hi Anglo, the sim must be activated and topped up in the UK first prior to being used abroad. Do you know if this was done?

[Anglo]

Yes, it was topped up and activated in the UK. O2 have confirmed its activated.

[Cleoriff]

I would be interested to know the outcome of this @O2Kyle  as I have made some suggestions above which haven't yet been addressed.

[O2Kyle]

sure thing @Cleoriff  we'll let you know the resolution.

@O2Elliott is my colleague who works within the PAYG team so i'm tagging him for assistance to view the customers account.

@Anglo i've sent you a private message so we can go through some things.

[MI5]

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@Anglo wrote:

Supposedly its been "activated" and confirmed by O2, but is that different to registered?

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Yes @Anglo 

It was sent directly to you abroad so has not registered on the network here in UK.