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

[Courtney17]

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 

[MI5]

Nah

[Enlli]

I hope that nah was not directed at me.

[MI5]

Nah

[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 ?  

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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,

[MI5]

Another genius move by O2.

When the **** will they learn?

[pgn]

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:

• X (formerly known as Twitter) – DM
• Facebook – @o2uk
• Messenger – @o2uk
• Instagram – o2uk

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 👍🏼

[Oxonian]

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@Kei-M_O2 wrote:

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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.

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Thank you for clarifying @Kei-M_O2 ! 👍

[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:

• X (formerly known as Twitter) – DM
• Facebook – @o2uk
• Messenger – @o2uk
• Instagram – o2uk

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 👍🏼

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Anything that goes through to an agent should be good 👍