Solved: Sim swap

Ninu · ‎18-01-2021

I have requested a sim swap with my esim yesterday and still it has not been completed. I still have no network so I am unable to make calls. Is there anyway this can be expedited

O2Lisa · ‎19-01-2021

Thanks for the tag @Cleoriff

I can see you've messaged me already, I've just replied

We'll continue to talk through private message so I can take some account details

My working hours are Monday - Thursday 08:00 - 18:00
Any messages sent outside these time will be responded to on my return.
Thanks

View solution in original post

MI5 · ‎18-01-2021

@Ninu

Has your old SIM stopped working yet?

Have you rebooted your phone?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Ninu · ‎18-01-2021

Yes it stopped straight away so i have been without a phone line since yesterday. At least if that was working i was still able to use a phone number.

MI5 · ‎18-01-2021

@Ninu

If rebooting the phone doesn't help, You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support
When you call, you will be asked for 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.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Ninu · ‎19-01-2021

@MI5 O2 no help what so ever. It has been escalated to o2 Guru and it can take upto 5 days for o2 Guru to respond. What a joke!!!

MI5 · ‎19-01-2021

Sorry about that...

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎19-01-2021

Maybe one of our account advisors can help instead of waiting 5 days @Ninu

@O2Lisa are you able to assist here?

Edited to change name of advisor! (apologies)

Veritas Numquam Perit

Ninu · ‎19-01-2021

@O2Emma please help

Cleoriff · ‎19-01-2021

@Ninu wrote:
@O2Emmaplease help

It's @O2Lisa on this morning @Ninu . I've tagged her.

Veritas Numquam Perit

Ninu · ‎19-01-2021

@Cleoriff thank you

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