Erroneous advice

[Anonymous]

I really felt I had to write something after FIVE chats with o2 on the same topic.

I explained the situation:

I will be away for a month and have no access to Wi-Fi. So I bought a 3G Mobile Mi-Fi. All I needed was a SIM 🙂 I explained I wanted to use the phone also whilst I was away.

The Operator 1 said all I need was an additional SIM, same number as my mobile. After 5 days it hadn't arrived.

Operator 2 said SIM had been despatched. I explained situation. He said the SIM despatched was a spare for the mobile. No use with Mi-FI. I would need a PAYG SIM for that. As I wanted to test this, I ordered PAYG SIM for immediate delivery. And another one for delivery in late August. (They only last 30 days).

I tested the MI-FI SIM and - surprise, surprise - no connectivity.

Operator 3 said it needed to be activated, although I had been advised by Operator 2 it was preactivated. Operator 3 also said I did not need a Wi-Fi PAYG SIM, all I needed was an additional SIM, same number as my mobile - as per Operator 1. He also said he would cancel the WI-FI SIM I used for testing. 5 days later this one hadn't arrived. 

Operator 4 said no SIM had been despatched, and yes, I did need a PAYG SIM for MI-FI. He checked, and said that Operator 3 had not cancelled the WI-FI SIM. He put me through to the PAYG team and they cancelled - hopefully.

Confused? Imagine how I feel after posing a simple question. I must have been on chat for a total of more than 2 hours. I still don't know the correct answer to the question. Either O2 needs to offer more training to its operators or they need to improve their grasp of English.

Not a happy bunny.

[MI5]

The first problem is that you can't have 2 sims with the same number!
The Mi-Fi devices can be bought here http://www.o2.co.uk/broadband you just need to top them up same as PAYG or set up a rolling payment for them.
Some of them that come as a device and sim come pre loaded but if you just get the sim you have to top it up first.

[aldaweb]

I take it that you didn't buy the MiFi from O2 or it should have come with a SIM.

If that is the case make sure it is unlocked for any network.

As MI5 has said you cannot have 2 SIMs with the same number on O2 and Data (MiFi or Tablet) SIMs are different to Phone SIMs in the connectivity they allow.

[Anonymous]

Does it not concern anyone else that operator 1 said you need another sim with same number something that can't be done 😞

[jonsie]

Just another instance of the limitations of web chat. Maybe one of the admin can look at feeding this back. That's absolutely woeful advice.

[Anonymous]

Yes I agree Jonsie one for @Toby and @Anonymous

[MI5]

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@Anonymous wrote:
Does it not concern anyone else that operator 1 said you need anothersim with same number something that can't be done 😞

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Yes, me....

That's why I mentioned it in my first reply.....

You know what Live Chat are like though so nothing surprises me anymore 😞

[Anonymous]

I agree mi5 they haven't improved obviously 😞

[Anonymous]

Is so love to be able to confidently direct people to use Live Chat for everything instead of just low level general enquiries. 😞

[MI5]

One day bob.... One day !!!