Solved: Got a sim swap in store yesterday - Not working?

Cacks1995 · ‎15-04-2016

Hi,

My phone got stole this week. Yesterday I went and got a new sim in store with my original number, they said it would usually take 24 hours to complete. I put the sim in my new phone tonight and its recognising that its o2, and giving me signal. I cannot make a call or text. When i go to phone it says number unknown.

Any ideas?

MI5 · ‎15-04-2016

You will need to call cs in the morning to get the block lifted on your account.
It's automatically blocked when phones are reported lost or stolen.
http://www.o2.co.uk/contactus

PS. It will always say "Unknown Number" as o2 don't push the numbers to your sim card.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

View solution in original post

MI5 · ‎15-04-2016

You will need to call cs in the morning to get the block lifted on your account.
It's automatically blocked when phones are reported lost or stolen.
http://www.o2.co.uk/contactus

PS. It will always say "Unknown Number" as o2 don't push the numbers to your sim card.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Bambino · ‎15-04-2016

Did you tell them in store that your phone had been stolen when you did the swap? You need to speak to customer service to have them lift the bar on your account.

I DO NOT WORK FOR O2

MI5 · ‎15-04-2016

Best time to call is 8 to 8.30 am 0344 8090202

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cacks1995 · ‎15-04-2016

Thanks for the reply. Will i be able to do it over the online chat tomorrow?

Bambino · ‎15-04-2016

To ensure you get the block lifted, call customer service and speak to them.

I DO NOT WORK FOR O2

MI5 · ‎15-04-2016

No, I'd call personally. Live chat could mess you about a bit and get it wrong.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎16-04-2016

Always call for account issues. Never use live chat

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