O2 unable to solve problem for 9 days

[Anonymous]

Hi, i have upgraded on 25.06. Received a new sim, next day activated but don't work. They send me another sim, same, don't work. Contacted O2 about 7-8 times online, all they telling me is wait another 24 hours. Went to O2 high street, they gave me the 3rd sim, activated, don't work. My iPhone 6 is perfect, tested with the staff's sim, it works. My sim don't. I'been at O2 about 5 times, they have no idea why i can't make and receive calls. O2 was unable to find the problem in 9 days, god knows how many missed calls i had. Any idea who can help me??? Ombudsman, citizen advice bureau?

[Bambino · Accepted solution]

@Anonymous Have you tried your sim in another phone? Are you near an Apple store so someone there can test the phone for you?

Have all these tests just been done in store? Are you able to either use a land line or a friend's phone to speak to O2 customer service? http://www.o2.co.uk/contactus

This is not an issue for the Ombudsman or Citizen's Advice. You would be wasting your time. This is something for customer service or Apple to sort out for you.

[Anonymous]

Have you checked to see whether there is a service bar on the account stopping you from using the sim?

Otherwise as Bambino said, testing the sim in another phone to see whether it works is a good idea.

[MI5]

I can only assume that there is an issue with your account, assuming your sim fails to work in any device?

[jonsie]

Definitely an account issue, no problem with the phone or sim. Call customer service and ask them if there are any bars on the account. Forget live chat, next to useless for account issues though if you go through the chat on the complaints page you will get through to a UK adviser.

[Anonymous]

We have done most test. My sim don't work in O2's iPhone, but O2 staff's private sim works in my iPhone. My phone is perfect with other sims. I must have a bug in my account. Every time i contact C S they are re-activating, re re re activating my account and my sim, but it dosen't solve the problem. I don't think i need to go to apple to test my phone, because this problem is only since i've upgraded (9dyas ago) and when we inserted another sim, it was fine.

I've been with O2 for 15 years and never had any problem. But now, they charge me £20.00 a month for nothing.

[jonsie]

There is a bar on your account. Have you called them?

[Bambino]

@Anonymous If your sim doesn't work in a different iPhone, then there's a problem with your account, which must have happened when you did your upgrade. If you have no other way of speaking to customer service, go back into the O2 store and they will call them for you. You won't get this resolved if you try to do this via Live Chat.