Hey,
Hoping someone here can help me or an O2 support expert can assist.
I was a trouble free Virgin mobile customer a few weeks ago, but then our mobile network accounts were moved to O2. We were assured this would be seamless.
Last Monday afternoon the data on my phone and my daughters stopped working at the same time. We called O2 who advised that as we had been out of the country the previous week, the migration had failed and we would now need new SIMs.
The new SIMs arrived yesterday. We installed them, followed instructions provided to restart etc, still no data. Called O2 again who said that they now needed to do a 'SIM swap' on the back-end. They asked for the serial numbers of our new SIMs. The agent said that they would initiate the SIM swap for both phones and that we should restart after 24 hours and data would work.
This afternoon (24 hours later) we restarted our phones. Nothing. We called O2 again. The agent said that she still needed to change some settings. She said she would do this and that we should restart after 2 hours. I waited two and a half hours, restarted - nothing. No data. I tried calling back but got a message saying that customer support had closed at 6pm.
I am beyond frustrated. Have spent over two hours on the phone to three different agents, all of whom promise that the thing they are going to do, will fix the problem.
I'm sure O2 are aware that young people like my daughter depend entirely on internet-mediated services for communication with their friends and other when they are out - and so away from Wifi. She does not use text or phone and so this is a major problem for her from a safety and security point of view.
Devices are:
Android Samsung Galaxy A41
Apple 12 mini
Grateful for any help or pointers ...
