SIM swap not completed

[adrian6]

Hello,

Over 28 hours ago, I have started the process to swap my sim card. The old one was fine, but it is mini size and my new phone only takes nano SIMS. I've started this online and have received the text saying that it has started. After roughly 24 hours there was no signal on the old phone with the old SIM and I've restarted my new phone. It didn't connect to the network automatically, so I've managed to connect to it manually by selecting the operator. Once I'm logged in, I am reachable and can use the network. The issue is that the new SIM hasn't received its new phone number (the phone shows to me as unknown) and the SIM doesn't seem to know, which networks it's allowed to use. I've tryied to explain to the O2 on chat but the person that I was chatting to, claimed that no SIM swap request was filled and insisted on a new SIM being sent and manually starting the process with security check (why?).

Wouldn't a service message sent to my SIM suffice (like when the number is ported from another network)? Can anyone tell me if I really need to replace the new SIM even though it's fine, but just needs to receive its new phone number?

Thanks in advance,

adrian6

[MI5]

O2 don't write numbers to SIM cards. You have to do it yourself if the phone allows it but it makes no difference if not.
On an iPhone it's in settings >phone >my number but most androids don't have the facility.

[pierced6966]

02 are liars, i had same issue in August, i told them i wished to swap my number over to new sim, fortunatly for me i kept both phones, after a month of waiting for them to do it i called them, again it took another 5 days for the to do it, i refused to pay the month i was waiting.

Now they are doing the same crap with the unlock code for my old phone, i put a request in before i got my new phone beginning of August, when i came to sell the phone i assumbed it had been unlocked and sold it.

I have had to deal with the person twice now because 02 have still not sent the unlock code.

I am now going to the legal process of reporting them to the Ombusmen as they seem incapable of understanding the laws that govern them!

Wont cost a penny to report them, for every person who reports them it costs them £500.

At least they wont make any money of me now for a ****** service!

[MI5]

@pierced6966 You need to wait for one of our admin .to contact you to escalate the unlocking issue as there is a problem currently affecting everyone who tries to unlock their phone..

@Martin-O2 @Marjo

[Martin-O2]

Thanks for the mention @MI5! 

@pierced6966 I'm sure we can get this sorted for you! I'll drop you a private message so I can get a few details.

@adrian6 Please let us know if the above advice helps or not. 

[adrian6]

@MI5: Thanks for the information. I didn't realise that this is no longer done. As I moved my number to O2 few years ago, the phone number was also updated on the SIM and my old SIM card has it stored.

@Martin-O2& @MI5: I have tried to use an older (more than 4 years old, OS Version 4.1) Android and whilst I could save the number (Settings -> SIM-management), this is not written to the SIM. I also haven't found any other way to save it. I have also tried the *#*#4636#*#* code, but this doesn't give that option.

I have also noticed that the list of preferred roaming partners needs to be updated: o2 - de has moved from using the 26207 code to 26203 after they have taken over the eplus network. This has happened a few years ago. The lack of the 26203 code on the list leads to being unable to login to the o2 - de network whilst in Germany and the user is forced to use the manual search. There are a couple masts using the 26207 network code and surprise, not automatic handover when going from mast to mast. As the list on the SIM is read only, only you @Martin-O2 could do anything about it. Is it possible to update it as a service message or will require another SIM swap?

Thanks to you both,

adrian6

[Martin-O2]

Hey @adrian6 I'll need to escalate this one so it can be investigated. I'll send you a message so I can grab your info! 

[adrian6]

Hi @Martin-O2,
I've sent you a reply with the information as a private message.
Thanks in advance,
adrian6

[Martin-O2]

Thanks @adrian6, I'm going through my messages now so will respond to you there. 

[Martin-O2 · Accepted solution]

Hi @adrian6 I've received a reply about your issue and the problem connecting to networks automatically is because the sim swap went through when you were connected to a 3rd party network. The problem will resolve itself when you return to the UK and the sim connects to the O2 network. 

Are you going to be abroad for long or will you be returning soon?