07-05-2020 20:48 - edited 07-05-2020 20:49
07-05-2020 20:48 - edited 07-05-2020 20:49
Hello - I hope someone here can help with this one. An elderly friend of ours who is self-isolating was unable to access the internet (had a laptop dongle for the 3 network which is down in his area). We don't live nearby so at his request ordered him a pay-as-you-go Huawei Pocket Hotspot with O2 which was delivered to him today. He has emailed tonight to say that he activated the hotspot & now has the internet on his laptop but his mobile phone is no longer working. He said when he activated the sim card it asked him to text 'swap' on his mobile phone - which sounds like he has swapped over from the 3 network possibly? Can anyone shed any light on this and suggest how we get it resolved for him?! We would be really grateful for any help as obviously it is very important to him to have both phone and internet access.
on 07-05-2020 20:55
on 07-05-2020 20:55
on 07-05-2020 21:04
on 07-05-2020 21:04
on 07-05-2020 21:09
on 07-05-2020 21:09
on 07-05-2020 21:11
on 07-05-2020 21:11
@Newtohere Which network was your friend's phone associated with? If he's able to, he can download Skype and use that to call customer service if he has no phone access.
https://community.o2.co.uk/t5/Off-Topic/A-Guide-To-Skype/m-p/1305104/highlight/true#M181823
on 07-05-2020 21:11
on 07-05-2020 21:11
07-05-2020 21:14 - edited 07-05-2020 21:15
07-05-2020 21:14 - edited 07-05-2020 21:15
07-05-2020 21:17 - edited 07-05-2020 21:20
07-05-2020 21:17 - edited 07-05-2020 21:20
It appears your relative initiated a sim swap which has transferred his number from his phone to his hotspot.
He should have just used the sim which came with the hotspot/dongle.
You do need to contact O2 to get this sorted.
All numbers are in this guide Guide: Coronavirus Community Help and Support
He can borrow a phone, use a landline or, as suggested, use Skype.
Veritas Numquam Perit
on 07-05-2020 21:21
on 07-05-2020 21:21
on 07-05-2020 21:21
on 07-05-2020 21:21
@Newtohere If you ask your friend to look at the link to get Skype he will see that it's very simple to download and install. If you have it as well you can talk to each other via Skype for free and hopefully be able to talk him through what he needs to do. He will have to be the one to call O2 customer service as it's his account that is having the problem. He will probably have to call Three customer service as well to try to sort this mess out.