iMessage not working - Disappointing customer service

[HA110]

Trying to get iMessage to work but still no luck. Being palmed off by everyone @ O2 saying it’s an apple problem (it’s not as I have tried changing phones and the problem persists. Likewise ice tried a different sim on o2 on this phone and it works!

I’ve also sent a complaint in and nothing has come from it. Can someone please suggest how I can escalate this as I do feel o2 have fallen short of obligations to provide me of my service.

FYI Problem began in Jan 2022 and I’ve done all the steps mentioned on troubleshooting posts… 

please can any responses be posted on this thread so others can also benefit

[liggerz87]

Might be worth asking O2 to reset everything on account and to send out a new SIM card maybe

[MI5]

@HA110 

It will help us if you tell us what "everything" is you've tried and also what changed in Jan 22 when the issue started?

[HA110]

Hi

i went to America and changed SIM cards, when I returned and put the old SIM card back in it stopped working.

it momentarily started working inbetween and stopped again.

I’ve tried the 

1 date, time change reset.

2, location.

3, sim swap ( few times)

4, transferred to esim and then back again.

5, sent logs of what happens to apple.

6 apple screen share and went through troubleshooting to.

7, network support with o2.

8, reset phone

9 set up new phone without importing settings

10 new Apple ID 

11 changed phones.

Also, my iMessage and FaceTime work with my email and apple id but not with the number only. 

[MI5]

@HA110 

Seems likely that there's an account issue somewhere.

I'll ask @O2Sarah- to see if she can help.