Suddenly phone showed SIM not provisioned

[Cindy]

Hi,

I'm currently overseas and have an O2 number. I've been keeping the phone number and it's always been on "roaming" mode, since my UK bank accounts, etc. are linked to this UK number. I restarted my phone yesterday morning and suddenly my phone isn't connected to the network and showed as SIM not provisioned. Since I'm not in UK right now, I couldn't access my O2 account as I need my phone to receive the code.

Is there any way I could retrieve my number or get into my account?

Thanks!

Best wishes,

Cindy

[jonsie]

You need to call

Guide: Coronavirus Community Help and Support 

[MI5]

@Cindy 

Where are you and how long have you been there as there are restrictions on the period of time you can use services outside the UK https://www.o2.co.uk/termsandconditions/mobile/o2-consumer-fair-usage-policy

[Cindy]

I'm in US, and return to UK to visit families periodically. We were meant to go back in May, with covid-19, won't be 😞 And now my sim is disconnected. I don't use data since I have a US number too. I thought if they're disconnecting my number they'd at least send text to me prior to them disconnecting it right? I didn't get any text messages. It happened on Tues. On Monday I still received text messages from NatWest. It's really frustrating.

[Cindy]

I tried calling them - Their business hours obviously changed due to covid-19. I'll try again tomorrow.

[Cleoriff]

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@Cindy wrote:

I tried calling them - Their business hours obviously changed due to covid-19. I'll try again tomorrow.

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They open at 8am @Cindy . Best time to call.

[jonsie]

No, they don't tell you unfortunately.

You just need to keep trying the numbers in the link

Obviously with lock down and social distancing, call centres are working at much reduced numbers in staff so it will be difficult to get through.

Guide: Coronavirus Community Help and Support 

[jonsie]

8am UK time would be anything between midnight and 3am EST time depending where you are.