Everyone is Baffled - Including O2 - No Service Issue - 8 Months later :)

[Jimmy5]

Here's a tricky one ….

Sim only contract taken out 5 years ago.

• Sim & phone issued to employee.
• August 2024 employee left & I blocked the phone due to suspicion of possible thefts from our company.
• Asked O2 to unblock 2 weeks later which they actioned.
• New Sim sent to me
• Fitted in iPhone
• Phone will not make calls, cannot text, or receive anything.
• O2 tech goes through all the phone re-sets etc without success.
• O2 send another sim for that number, still not working.
• O2 a further sim is sent again, O2 confirm all blocks lifted, so should work.
• Tried new sim in another phone, exactly the same issue.
• Got new iPhone from O2 shop, and another sim allocated to that number, still the same.
• O2 shop check phone not blacklisted, no IMEI blocks, no account issues, still not working.

Its been 8 months since this started, O2 phone tech, and the store are baffled. To be fair they have credited me all the charges since August last year.

The latest is wait 5 working days and see what happens.

I guess one solution is to ask for a new number.

But I would like to keep the "old employees" old number just to see who calls it, given his unusual departure from the business.

so, my question is, why will it not make or receive calls, ?  Old employee "may" have had access to the online account, could he have done something to insure that number is never used again?

Thanks guys, a juicy one for you.

J 

( Old, bold & wears a jumper when he's cold - Essex )

[MI5]

@Jimmy5 

Have you tried the social media teams?

Send one of them a private message to start things rolling.

Facebook (https://o2uk.co/O2CFB), Twitter (X)  (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[madasaf1sh]

We stopped reissuing numbers at my work, a long time ago, as it caused issues like the one you are seeing now which happened once or twice, when people managed to port the number out, or we blocked it to stop people still getting MFA codes and other texts, access to whatsapp groups. 

So my advice from a professional POV is just get a new number.. 

[MI5]

Highly unlikely that anyone will be trying to contact that number now anyway @Jimmy5 

You said you didn't want to get a new number but I think that's the best option for you now.

[Jimmy5]

Thanks for the replies...

So I thought lets just contact O2, and get a new NUMBER and SIM.

Sim arrived with new number, checked its active, YES.

Installed it in the iPhone

Exactly the same !

Checked my online account, and it states active, BUT in the IMEI section of the account it mentions a Samsung Galalxy, never had one of those ..... 

???

[MI5]

@Dave-O2 ?

[pgn]

As advised above, @Jimmy5 - time to contact the O2 Social Media team, either link below will work, and persist. The MyO2 thing happens now and then, have you any idea when it "changed"? O2 went through a back-end upgrade 3 years or so back, lots of mistakes crept in then. Good luck!

[Dave-O2]

Thanks @MI5 

@Jimmy5 Can you please drop me a PM with the mobile number currently linked to the SIM and the IMEI number of the phone you're using? 

[Jimmy5]

yes dave of course