Sim Switch Not Working

[LadyB]

I have tried countless times, spent hours on hold only to be cut off, had numerous conversations about new sim with old number. New sim was meant to come with the old number already configured, it wasn't. Been told that the problem is at our end; been told that sim switch isn't working; been told to wait 48 hours for the process to go through plus all the other "fixes" you have to go through. Nothing working. Staff drafted in from other departments don't know how PAYG system works. How O2 have managed to survive I don't know because whoever is running it doesn't seem to have a clue. Poor guys on front line get to deal with all the unhappy customers.  Husband says to just switch to EE as he thinks they are great.  Muggins wants to be loyal but they are sorely testing my patience.  Day 3 and sim still not provisioned for voice.

[MI5]

@LadyB 

It's taking ages currently Guide: Coronavirus Community Help and Support 

[SRV]

Hi @LadyB. As mentioned, many systems are taking longer than usual to process requests such as number ports due to the C-19 situation. This process requires input from your old network as well as O2 so is hard to predict when it will go live. Unfortunately this is likely an issue with all networks at present. You can also try switching your phone off and on again periodically as this can speed up the provisioning of calls once the number port has gone through. 

For any further assistance I would point you to customer services, but at this point they will likely tell you to wait again. Hope this helps and is resolved for you soon.

[LadyB]

Sadly it is an O2 number, just a new sim for a lost phone so all in-house. The call centre guys are given duff info on how long it is going to take which they pass on to us, leading to very unhappy customers.  They need to tell the truth and manage expectations properly.  If people were working in the correct areas actually fixing the issues it would save an enormous amount of call handler work, lines being clogged up with repeat calls chasing a resolution, etc.  Hey ho.

[MI5]

We'll tell you like it is here - expect it to take weeks......

[LadyB · Accepted solution]

Well, turns out the sim was defective (probably).  O2 eventually sent a replacement (with £10 credit - thank you O2) and we got it working in about half an hour.  What a palaver.  Still, at least it is working now.

[jonsie]

Good to hear @LadyB