new phone disconnecting during a call

[AnneMarie]

Hi All

I have the new Samsung S20, and it keeps disconnecting whilst on calls. I thought i was hitting a button at first or the other person disconnected but it seems not to be the case. is anyone else having this issues? Also is there another way to get intouch with customer service as they will only take you call if you want to upgrade. I use my phone at the moment for work to confrence calls, I've not even had this phone a month.

[O2Kurt]

all the contact information is below

Can I ask did you get a new SIM with the new phone or is it an older one?

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[AnneMarie]

Hi 

it the old one when I put the new one in nothing happened. Should I try that?

[O2Kurt]

the new one will need activating 1st

To move your mobile number across to your new sim, text SWAP to 20220 from your O2 phone and follow the instructions.

Sim swaps can take up to 24 hours to complete. Once you lose signal with your original sim, turn your device off. Turn it back on and, if you’re using a plastic sim, pop it in your device. Wait till you see our network appearing on your device.

[AnneMarie]

OMG, I dont have the sim card now, I didn't think it worked 😞 how can i get another one?

[AnneMarie]

How can I get another Sim card? as I thought the one that arrived with the phone did not work?

[MI5]

You'll need to call customer service https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[AnneMarie]

Thanks for numbers I've tried all but can not get to speak to anyone, I only get 2 options which are not what I need, unless I want to upgrade my phone which I just have and now I am having issues with it turning off during calls, I'm having to use it for work for conference calls. How can I resolve my issue if I can't get through. Is there any other way to contact O2 Customer Service?

[jonsie]

Only by keep trying to call

Choose any option that you are given even if it doesn't cover the problem

Try these numbers
0800 977 7337
0800 587 4005

[AnneMarie]

Thank you I managed to finally get through, new sim on way.