sim swap

[Mackieno4]

Hi, the payg sim in my phone has failed and doesn't work.  I've been trying to get a replacement sim with the same number for 3 days and so far can't get hold of customer services.  I've been into 2 different 02 shops with I.D but they couldn't get through on the phone either.  I had a my 02 account for it about 6 years ago, but either it's been deleted for non use or I've got the details wrong also because it's so long since I used it, but as 02 wants to send a code to the phone concerned (which hasn't got a working sim) I'm getting nowhere.  I've tried for a new password but can't get further.  Is there somewhere I should be contacting to get this resolved?

[Mackieno4]

Thank you @MI5 

[pgn]

Meantime, do send the odd poke to the O2 Social Media Team via your FB Messenger - it takes a few "any progress" type queries to get a result, @Mackieno4 - squeaky wheel and all that 👍

[Mackieno4]

Hi @MI5 

You mentioned yesterday you were going to ask @O2Georgina if she could help me.  Has she come back to you?  I'm currently hanging on the phone again hoping someone will pick up.  I would rather they said there was nothing they could do, than this.

Thanks 

[MI5]

@Mackieno4 

Unfortunately our account advisors have gone awol so we are unable to call on them currently.

Hopefully they will be back soon.

[Mackieno4]

Not to worry @MI5.  Thank you so much for trying.  I've decided to throw in the towel.  I've been without a phone for a week now, and despite people in o2 shops and the community trying to help, I've got nowhere, so will just have to get another sim and number.  

[Mackieno4]

Thank you everyone who's tried to help.  The community (and shops) have been great, O2 not so much.  I'm moving on now.

[Mackieno4]

Back again.  Today I not only got a message via facebook messenger, but I got a response to an email I sent to complain about lack of customer service availability.  The upshot is that after I provided some information, they have said that they will send me a replacement sim through the post, so I can keep my phone number which makes everything simple.  I'll wait to see if the sim arrives, but it's the suggestions and help from the community that made me persistent, and it appears that ultimately it has worked - fingers crossed.  I'll let you know.

[Mackieno4]

All sorted.  Sim arrived and works, so finally (hopefully) this is resolved.  Thanks all.