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New Contract - No Service

CDF23
Level 1: Joiner
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Hi all,

 

I'm hoping someone can help with this as I seem to be going around in circles with customer services on this one. 

I have taken out a second contract in my name for my wife to use. I collected the phone from my local o2 store yesterday afternoon. I got home, set up the phone as normal (it's an iPhone if that makes any difference to any support questions) but the phone has no service.

I have also logged in to My02 - using my wifes email address that I used against the second phone as I was told I would need a different email to the one I use for my own phone - and it says: Oops. We've had problems finding your account. Click here and that should solve it.

 

When I click on that link I then get the message: You don't have any products or services in this My O2 account.

 

When I got my order confirmation earlier in the week I was told what the new number would be. When I called customer service and gave them this number they told me it was for a closed account (assume this number was used before by an old o2 customer?), but surely it should be linked to my account?

 

Even more confusing is that on their system my order status is showing as Out for Delivery (I assume they mean to my local store as this was the option I chose) but I have already collected the phone, so this is wrong?

 

Can anyone suggest the steps I need to take in order to get this SIM to work?

NOTE: The phone itself is fine as when I put my SIM in it worked straight away, so it seems that this SIM hasn't been activated, but also neither has my account?

 

EDIT: Not sure if it's worth mentioning but in Settings > General > About on the phone, under the "Physical Sim" section it has o2 47.0 down as the Carrier but under Network has "Not available". When I click on that I get a message saying "SIM not provisioned"

 

Thanks for any help with this!

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Bambino
Level 74: Whizz kid
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@CDF23 Contact O2 through social media. They should be able to help you resolve your problem:

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

You can also call customer service.
Call 202 from your mobile or 0800 032 1402 from any phone or numbers here: Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

I DO NOT WORK FOR O2



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Bambino
Level 74: Whizz kid
  • 18753 Posts
  • 914 Topics
  • 2316 Solutions
Registered:

@CDF23 Contact O2 through social media. They should be able to help you resolve your problem:

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

You can also call customer service.
Call 202 from your mobile or 0800 032 1402 from any phone or numbers here: Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

I DO NOT WORK FOR O2



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lina352
Level 1: Joiner
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Hello, I am also facing similar issue. When I called customer services, they told me that the dedicated team will call you soon. But no calls since Saturday. How did you solve this problem? And how long did it take?

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