No data on pay monthly account

[StuWoo]

Hello,

I had my old phone stolen (iPhone 11) and had a replacement sim (5G) given to me in store.

I put this in my old iPhone 6 and calls and texts worked but data didn't. I now have a replacement iPhone 13 mini and still no data.

I've tried all the network resets, turning off/on, airplane mode, texting ACTIVE to 2020, and all to no avail. 

I've spoken to online support and they are worse than useless unfortunately. 

Is there anything else I can do? 

Thanks. 

[Cleoriff]

@StuWoo 

You need to check if the iData bolt on has been applied.

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here.

Give O2 a call on 202 or 0344 809 0202 (Contract) OR 4445 or 0344 809 222 (PAYG)

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

[StuWoo]

I did check that as well. It's added as it should be.

[Cleoriff]

Then follow the other advice in my post @StuWoo. Also ask them to check the iData has been applied correctly.

Best of luck.

[StuWoo]

Sorry, what was the other advice? I'd try anything right now.

[Cleoriff]

Post 2 of 5 I said

You need to check if the iData bolt on has been applied correctly

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here.

Give O2 a call on 202 or 0344 809 0202 (Contract) OR 4445 or 0344 809 222 (PAYG)

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

Also, although you have a new sim, try another one. We have had a few customers with a bad batch of sims recently. 

[MI5 · Accepted solution]

@StuWoo 

Not having iData enabled will not prevent data use at all.

Most likely is that you still have a data bar on your account after the reported loss.

Get O2 to check for any bars anywhere on the account when you call them.

[Breanna]

Were you able to get in touch with O2 on social media @StuWoo?

[StuWoo]

I went into an O2 store in the end (Bond Street), and a very helpful person sat me down and showed that a GPRS bar was on the account. It sounds like when I called O2 after my phone was stolen, the person had put a bar on the internet and not the phone in general. Can the O2 support online and the phone not see these bars in place? As I spent enough time with them to actually look into the matter.

So it's all sorted now, going into a store was the solution.