So as the title suggests I'm having service issues and not really getting anywhere with o2 customer services. I'll try to keep this summary as concise as possible:
On a pay monthly device plan and o2 refresh. Been a customer for years now and no issues until last week. All of a sudden no access to mobile data and can't make or receive calls or texts either. I still had full signal and was still clearly connected to the o2 network. I tried all the standard troubleshooting. Restarted device, reset network settings, cleaned the SIM contacts, manual network selection. Still the same issue. So I tried the SIM in other known working devices. Still the same issue. Full signal, connected to o2-UK, no calls or texts (in or out) and no mobile data. I even tried my partners o2 SIM in my own phone, which worked fine. So I'm thinking the SIM card is needing the SIM card replaced and I go to call o2 from the problematic SIM card: call connects fine, automated service tells me "you need to pay the full outstanding balance on your account to have full access to your phones services" or words along those lines. So I'm thinking that explains everything, clearly a debt restriction has been placed on my SIM plan.
So I get connected to an advisor who tells me my billing is up to date, no bill due for around 2 weeks, also no restriction they can see on my account, or any network issues in my area. They agree its likely a SIM card issue and send me out a replacement, which I'm happy with until I stop to think it a little more: if the SIM was defective to the point of not letting make or receive calls, why can I still contact customer services? And why did the automated service tell me my bill was overdue when it wasn't? So I call back and get another agent who was a godsend.
After explaining the issues and why I thought the replacement SIM being sent might not resolve things, he confirmed my bills were not overdue and there no restrictions he could see on my account, and agreed the issue was a strange one and spoke to another team. He comes back to tell me there was in fact a "data block" applied on my SIM plan, which this other team have now removed which should restore my services within 24 hours. I question why a "data" block would affect my calls and texts, he admits he's not sure but has been advised everything should be working fully again very shortly. Great, problem solved (or so I thought).
Within an hour everything was working again. I could make and receive calls, use 4g and I was getting texts again. It was the following day before I noticed I still couldn't SEND text messages. I check my SMSSC number is correct and that's about it. No big deal, I can live with that temporarily. Hopefully the replacement SIM will solve that issue.
So the SIM arrives, i activate the replacement and wait until the service on my old SIM drops off before putting the replacement in my phone. Looks promising, full signal, o2-UK displayed in the top left of my phone.
Now I'm back where I started: no mobile data. No outgoing or incoming calls and texts. All I can do is call check my voicemail and call o2 customer services. Which I do. After explaining the situation and whats happened previously I'm told to wait another 24 hours for service to be fully restored due to replacement SIM. Apparently there no note on the account from when the "data block" was remove that previously fixed most of the issues. Nothing to indicate what exactly the issue was, or how it was resolved. Oh, and the automated service still tells me my bill is overdue and I won't be able to access my services until its paid! Though again I'm told by the advisor its not overdue, and there's no restrictions. Basically just "call back in 24 hours if it's still not working".
Does anyone have any idea what's going on and how I can solve this, short of constantly calling Cs until I get the dude who mostly solved the problem the first time?
Thanks in advance, apologies for the long winded post.
