Tariff upgrade (kept existing sim) has resulted in "SIM not provisioned" error

[Mark_C]

Hi people,

I decided to upgrade my tariff yesterday morning. I got an order complete email very shortly afterwards, but then noticed that my phone appeared to have lost signal and was showing "Emergency calls only". I restarted the phone after a while, and now I also get a "SIM not provisioned" error.

I went on live chat, they checked my account and basically said to try restarting my phone periodically and that it could take 24 hours. Seems a bit excessive, but fair enough. Anyway, over 24 hours later and many restarts it is exactly the same.

I was on live chat again just now for over an hour. They said my account looked fine, tried restarting the phone again, sim out and back in again, network reset multiple times and no change. Eventually it seems like they gave up:

"I have implemented some changes on the account it will 24hrs to activate the sim however is that doesn't solve your problem you can contact us after 24hrs to arrange a replacement sim or also visit the store to get a replacement sim."

and then randomly got asked if I ever had an iPhone before. I haven't, so just said that I haven't and also that I haven't actually changed my phone or sim card, just upgraded the tariff and got...

"Okay , I would request you to wait for 24hrs as I have added the non IPhone bolton on the account."

"Please restart the phone periodically until services resume."

So my question I guess is basically... really?! I don't have much hope of this doing anything and it'll have been over 48 hours by the next time I can get on to customer services again.

I do have a land line, but it's a basic call package (never use it), so would rather avoid spending £££ on an hour long call to customer services, trying to get through to someone that may be able to help, if I can  or is that probably whats going to end up having to happen?

I also had to retype all of this as by the time I hit post it wanted to log me in again. And ... wouldn't log me in. For whatever reason. I'm not having the best of luck it seems! 

[Bambino]

@Mark_C  You can call customer service for free from your land line on 0800 032 1402. Best to call rather than use Live Chat. They're pretty useless. You may have a long wait on hold at this time of day. Best time to call is 8-8.30 am.

[MI5]

@Mark_C 

You can also pop in to your local O2 shop to help with troubleshooting.

[Mark_C]

Thanks for the freephone number. I'll give that a go tomorrow morning, and failing that I'll go find an o2 shop...

[jonsie]

A few people have reported the exact same issue when upgrading or changing taiffs. One or two reported that customer service had told them there is a problem affecting certain platforms and it could take 4 or 5 days to resolve.

Can you check this @Marjo ?

[EmilieT]

Good morning @Mark_C 

I'm really sorry to hear you've had some trouble with your phone recently - I've just heard back on my end that there was indeed a problem in the backend that affected some customers. This has all been resolved now, so could you please try to turn your phone off and on again, and let me know if you are still experiencing this so we can look into it further for you?

Thanks for the mention @jonsie, and the advice @MI5 @Bambino!

[Mark_C]

Morning!

I have just restarted my phone and I have signal again!

Many thanks to all. Saved me some hassle today - appreciate it!

[EmilieT]

Great news, thanks for updating us @Mark_C 

Hope you'll have a great day!