Upgraded phone - still no sim activation and refused an exchange when asked!

[Anonymous]

Hi,

I went into O2 in Preston, Lancashire on Friday 12th October and I upgraded my sim only contract to a contract for a Sony Xperia T. It was all done and dusted by 3pm and I went home, being told my sim would be active in the next two hours. I had a normal sim so they had to transfer my number over to a micro sim. 

It is now 6.25pm on Saturday and my phone is still not working. It just keeps saying 'sim card not provisioned 2'.

I have been back to the store today and to be honest, it was a complete shambles and the service was quite poor in my opinion. I kept my cool despite them winding me up to the point of breaking, but I left the store, two and a half hours later, the way I went in -  with a glorified mini wifi internet tablet.

I am aware of the outage yesterday but to be left with no number for over 26 hours is appaulling. They did not offer any form of compensation and they could not tell me when it would activate. They simply said it should 'hopefully' come on in the next 24 hours and if it doesn't, they'll do antoher sim swap. The problem is, I can't get back there now until Tuesday. Is anyone else having this problem?

I also asked them if I could exchange the handset as I am not sure about the phone as it's quite large (I know that this would not solve the sim issue). However, they refused, stating that I had taken a fast track upgrade and this was excluded from the 7 day exchange policy. She gloated on the fact that it was printed on the receipt so I should have been aware of it.

However, this is what actually happened when I took the contract out on Friday. I looked around the store and narrowed it down to a couple of phones. I wasn't sure if I wanted such an advanced phone, but in the end, I chose the Xperia T. I sat down with the advisor and I asked her, explicitly, that if I decided that I did not want the phone, could I come back and swap it for another. Her reply was "Of course, you can come back within 7 days and swap it or cancel the contract, no problem". So, on that advice, I went ahead. She got all the paperwork sorted, a single sheet of A4. I read through it - no mention of the exclusion or it being a fast track upgrade. I was happy so signed it. She then tapped away again, printed a receipt off, stapled it to the contract, folded it up and put it in the bag with the phone.

Not once did the advisor mention fast track upgrades or an exclusion on the 7 day exchange policy. And she did not show me the receipt beforehand so I had no way to know of this policy until I returned to the store at which time they pointed it out.

The advisor (actually the manager) today tried repeatedly to cancel the contract for me, based on the above, but the till system kept saying refund refused. They have told me that they will have to escalate this to their customer service team on Monday as they are not open until then. They will then call me but they said there is no guarantee that it can be cancelled.

Sorry for the side rant about that but I just wanted to highlight this to other customers as some O2 staff are obviously unaware of this policy and it puts us customers in this awful position when we are mis informed.

I hope to get it all sorted out on Monday but in the meantime, I'd just like my phone to actually be a phone. I'm interested in hearing if anyone has the same problem?

Thanks

Andrew

[Anonymous]

Yeah, you can't exactly say the issues are "resolved". It's just a little weird that no one seems to know what's going on.

[Liquid]

Can only presume that the reconnection protocols are still filtering through the network.

There are more people being connected each day fingers crossed it won't be too much longer for anyone still suffering:(

[Anonymous]

Still not been sorted on my phone. Now 43 hours since my old sim went dead. My online account still shows my sim only contract running, so technically, the contract hasn't even been activated yet! What a sham.

I'm not bothering contacting CS as it sounds like they're being met with nothing but BS. My sister has gone through the same thing yesterday. New phone, with no 'phone' because O2 has it's head up it's you know what.

She was told to wait until tomorrow at 8am and then call back if not activated. I'll just call Preston store at 9am and speak to the manager. Shame I have to go to work tomorrow but not much choice really. Oh well. I'm going to eat some popcorn and watch Prometheus on Virgin Movies. My 'super duper Bond phone' can sit on it's own in a corner until it can be bothered to work 

[Liquid]

Starnett you are not alone my phone is still not working either.

Coincidentally I'm watching Prometheus as well:) brilliant movie:)

[jonsie]

Check post 52 by Leonard re:update

http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/Sim-Swap-not-succeed-after-24-hrs/m-p/322...

[Anonymous]

still nothing for me................it's all very well telling us that there is a backlog and they are sorry but that is NOT what is says in the O2 news pages.............there it says "everything fixed" which is clearly a lie

[Liquid]

All the hardware is fixed. They can't say that all phones are fixed.

[Anonymous]

I've been waiting 52 hours for my sim swap, phoned today and was told it could be another 48 hours, which I think it poor service

[Anonymous]

Guys, for what it's worth, I am now able to connect to O2 - UK and calls and texts are working, but data is not.

I think we're, slowly, getting there.

[Liquid]

That's great news:) I'm still waiting but forever hopeful:)