SIM only Upgrade

[rolivers]

I upgraded my monthly SIM only plan yesterday and was sent an order number by text. However nearly 24 hours on the order number doesn't show up in my order history and the upgrade has still not been applied to my account. I'm keeping the same SIM card so nothng is being posted to me.

Is this usual as I thought from the O2 website that the upgrade would be applied, well almost immediately?

Thanks.

[MI5 · Accepted solution]

@rolivers 

Yes, it should change on your account immediately.

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, 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 you have to, to get put through to someone.

[rolivers]

Thanks MI5 for the very quick reply.

I just called O2 and spoke to someone who I could hardly understand who told me a new SIM was in dispatch and that when it arrived the upgrade would be automatically applied. I explained that I had chosen not to have a new SIM but even if they were sending me a new one why could they not apply the upgrade to my current one and I could swap over later. He said that was how the system worked?????

Not helpful at all and I'm none the wiser. He can see the order number that was texted to me at his end but it does not show up on my order history when I look at the app or on the O2 website.

This is harder work than it should be. If you have any other suggestions about how I mght get a more sensible and helpful answer from O2 than they would be very welcome.

Thanks.

[MI5]

@rolivers 

Sadly typical these days.....

@O2KyleW may still be around, but if not, there's nothing else we can do here until Monday.

[rolivers]

I've just spoken to someone else at O2. For some reason thay have sent out a new SIM to me even though I opted not to have one. He could not explain why.

Because it is showing as despatched they cannot see the screen they need to acccess to start the upgrade immediately. So I will have to wait for the new SIM to arrive and the new tariff should then activate. They could not explain why the order does not show in my order history but they do have the order number quoted to me by text for the correct tariff on their system.

Thanks MI5 but it appears there's nothing to do. I just have to wait. 

[MI5]

@rolivers 

Sorry about that mate.

Hopefully the sim will arrive on Monday for you.