No service on new phone

[Anonymous]

Hi,
I have a new Google Pixel XL (arrived yesterday) this is my first pay monthly contract, it is with 02 through carphone warehouse. Previously I have been payg with 02.
I put in my new SIM card as came with the phone, all I get is a 'no service' message.

I have used online chat with 02 last night and again today, both have given me different things to try - restart, reset network, search for network but still no service. Both chats have been left at you have to wait for your sim to activate.

How long is usual as everything I've read is it should be straight away with first contract and new sim?

Any suggestions?

[Anonymous]

I initially thought that @MI5 but tried the other avenues available 

[Marjo]

Hey @Anonymous It would be great to hear how you're getting on!

Also, let us know how you like the new Pixel XL once you've used it a bit! 

Thanks @jonsie, @MI5 & @Anonymous for your advice!

[Anonymous · Accepted solution]

So just to update everyone.

I called 02 customer services that evening who advised me to go to carphone warehouse as the problem wasn't with 02.

Rang them the next day as the phone lines were already shut that evening.
They advised me to go in store as it may be the handset. (I told them I had ordered it online).said they would put it on the system so they would know what was going on.

Went into my local store that evening, it wasn't on the system. Turns out it was the handset but because I'd ordered it online and they didn't have a replacement handset in store they could only put it through as a repair.

Went through all the process of a repair to be told collection date would be 16/9 and my contract would still start straight away.

So I ended up deciding it would be quicker to just cancel the whole thing and start again. They agreed! Asked if I could do that here in the store to be told no as I purchased online.

Got home rang carphone warehouse to go through it all again, they tried to offer replacement handset but I'd have to go I store!!!

So have just cancelled everything, returning the phone myself and no doubt going back to payg.

Thanks for all your help on here : )

[Cleoriff]

@Anonymouswhat a mess. CPW obviously have no idea of their systems either!!. A bit outrageous that they could only offer you a repair on a brand new unused.handset!! You did the right thing sending it back. Make sure by checking your bank, that they dont start charging you....

[MI5]

CPW's policy is replacement within the first 30 days.
It's clearly stated on their website so you should have just returned it via the online process which would have involved a doorstep courier exchange.