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Got new IPhone 16.. changed sim to e sim & locked out of everything.

Courtney17
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Please help, every verification code is being sent to my number which isn’t active and I now have an ESIM on my old phone which is not what I wanted. It needed to be on my NEW phone. I can’t get in the app and I also can’t receive or make texts and calls on either new or old device now. I got cut off by customer services I have been trying this for 12 hours. I am beyond frustrated 

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MI5
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Nah

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Enlli
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I hope that nah was not directed at me.

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
Message 12 of 18
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MI5
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Nah :wink:

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 13 of 18
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Kei-M_O2
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@Oxonian wrote:

I suppose that it depends on what is meant by "...online channels..." @MI5 ? 

 

I had taken it that social media was not part of the "...online channels..." as you are dealing with a person. 

 

Maybe @Kei-M_O2 can clarify please ?  


Yeah, sorry I lifted and shifted the term online channels from the comms which is ambiguous upon reflection - it relates to o2.co.uk and MyO2. A customer has to go through an agent to get a SIM so our social media teams can help with this request as well.

 

Thanks,

Message 14 of 18
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MI5
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Another genius move by O2.

When the **** will they learn?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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pgn
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So for SIM/eSIM requests, self-service via O2.co.uk, and MyO2 is out, but 202, an O2 Shop/store and these avenues are all in:

What about the "can we help you" dialog that pops up when browsing the O2 Shop, where it connects you to an agent?

Thanks for the clarifications, @Kei-M_O2 👍🏼

Message 16 of 18
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Oxonian
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@Kei-M_O2 wrote:

Yeah, sorry I lifted and shifted the term online channels from the comms which is ambiguous upon reflection - it relates to o2.co.uk and MyO2. A customer has to go through an agent to get a SIM so our social media teams can help with this request as well.

 

Thank you for clarifying @Kei-M_O2 ! 👍

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Kei-M_O2
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@pgn wrote:

So for SIM/eSIM requests, self-service via O2.co.uk, and MyO2 is out, but 202, an O2 Shop/store and these avenues are all in:

What about the "can we help you" dialog that pops up when browsing the O2 Shop, where it connects you to an agent?

Thanks for the clarifications, @Kei-M_O2 👍🏼


Anything that goes through to an agent should be good 👍

Message 18 of 18
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