SIM swap not happening for a week

[NZR18]

My pay monthly contract came to an end two weeks ago. I chose to switch to pay as you go, so O2 sent me a new sim via Royal Mail and deactivated my number on the same day. But the sim was lost by Royal Mail. So I went to a O2 store, bought a payg sim and did the swap using text. Minutes later the payg sim lost service. After 24hrs, nothing happened.

From last Monday till today, I kept contacting O2 agent, using new replacement sim to swap again and again. Nothing worked out.

Anyone else here have the same issue? Don't want to try online help or voice team, as the only thing they know is swapping again...

[MI5]

Only customer services can help you with this @NZR18

You must keep trying them for assistance, sorry.

http://www.o2.co.uk/contactus

[NZR18]

Honestly contacted customer services hours ago. After reading tons of records, even customer service suggested me to speak to voice team as they cannot do anything to help lol. I went to an O2 store this morning and rang the payg team, ended up with another swap using another new sim (the fifth try I remember). No luck till now...

[MI5]

I know it's no help to you, but we all all customers on here and cannot access your account to do anything, sorry.

[MI5]

@Martin-O2 @Marjo @EmilieT 

Can you assist at all?

[EmilieT]

Thanks for the mention @MI5  

@NZR18

I'm sending you a PM (private message on the forum) to get some more info and see if we can help you further!

[jonsie]

Have customer service not simply started again by sending you a sim with your number transferred by themselves? The number is obviously stuck in their system now with so many sim swaps tried already. These sims all want clearing from their system as the number is now tied to one of those simcards so further attempts just won't work.

[Anonymous]

Next time you speak to CS @NZR18 ask them to transfer you to 2nd line tech support in the UK - this is what they are there for. Getting the call transfered will be challenging but if you persit it might work..then explain to them what's happened per @jonsie post and see if you can get them to effect the swap.

At the same time put an email into the UK CEO office explaining what's happened. All his details are searchable on Google - 'o2 uk ceo email address'.

[NZR18]

That makes sense! Should've asked them to send it again. But it's royal mail O2 are using, I had a feeling that it might be safer and quicker to do it by myself... Having said that, I did ask the CS beforehand and they said yes. Didn't realise things would become so complicated.

[MI5]

It really shouldn’t be complicated!