New upgrade- sim not provisioned

[Lilia1]

On the 6th April I did a sim swap via text. My sim deactivated straight away, my new sim that was sent with my new device (iPhone XR) didn’t activate. After phoning 02 customer care 5 times, they sent out another sim which I received on the 11th April, and I am STILL WITHOUT SERVICE!!! I am beyond frustrated. I have phoned about 11 time’s and no one knows what to do or how to resolve this. Now is not the time to be without service- can’t call, can text anyone, can’t receive calls - it says the ‘number you are calling is not recognised’ it’s like my number doesn’t even exist anymore!?!! Please can someone help me!!!!

[Cleoriff]

@Lilia1 

I'm sorry but you have to continue to call Guide: How to find help & contact O2 

Some other numbers to try

 0800 977 7337,  0800 587 4005 and 0800 090 1808

You could try Skype 0800 032 1402

https://community.o2.co.uk/t5/Off-Topic/A-Guide-To-Skype/td-p/1305104

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[Lilia1]

They just keep telling me to wait 24 hours and that there’s no reason why it shouldn’t work. I can’t keep calling! I’ve called 11 times and get told a number of ridiculous nonsensical excuses or they just stay silent because they have no idea what to do. Also every time I’m calling I have to borrow my neighbours phone. So to tell me ‘just to keep calling’ is not helpful at all

[Cleoriff]

Well I'm sorry about that but its the only advice we can give. You have a PC obviously, so try the Skype number I gave instead of telling me my advice wasn't helpful at at all!

People have got through today but they are closed now so try again tomorrow at 8am.

[Lilia1]

No I don’t have a pc. Using WiFi connection on my phone.

[Lilia1]

To explain the same thing over and over every day on the phone with no viable solution is so frustrating. No one know what to do

[Cleoriff]

You can still use Skype then.

https://www.skype.com/en/get-skype/skype-for-mobile/ 

[gmarkj]

We are just customers like you @Lilia1, and the advice that @Cleoriff has given is all that we can say.
Number moves at o2 are taking far longer than normal, whether from another company or just from one sim to another. Probably down to the Corona Virus and lower staff numbers.