I got a replacement phone & sim - now mobile data won't work and have tried obvious solutions

[Coachbeth]

Hi folks!

My son was mugged and his orginial phone stolen.  Went through the insurance process and he got a new phone with a new sim and the same phone number.  Grand! But now, mobile data doesn't work.  I have tried the obvious - mobile data is switched on! I can't really get through to any help.... I was thinking of just taking it into a local store.... I actually think it must be something to do with the account rather than the phone settings but when I log on My 02 it says he has plenty of data and there shouldn't be a problem.  HELP! And, if I pop into a store at a less busy hour like 9am, can someone help me?

[Cleoriff]

@Coachbeth 

I think your best bet is to go instore making sure you take ID. After a phone gets stolen, O2 bar the sim and the phone, so it's a bit weird that it's just data which isn't working.

You could try this before you go though @Coachbeth 

https://community.o2.co.uk/t5/Apple/Connecting-iPhone-to-Data-Services/m-p/544210#U544210 

[MI5 · Accepted solution]

@Coachbeth 

It's a data bar still on the account.

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[Coachbeth]

Thanks both... I got through to them by following the instructions above and ringing at 8:10 this morning (Saturday) and she confirmed it was still a data block and she would request it be unblocked... so hopefully within 24 hours this problem should be solved! 😀

[Cleoriff]

Good to hear @Coachbeth. Best of luck 😉

[MI5]

Well done