No data/visual voicemail after SIM Swap

[AlbertJ]

My mum's phone was recently stolen, we've got the new phone, ordered a 5G ESIM and had it activated.

It's been a few days now and most features apart from SMS/Calls are not working, the phone won't connect to data, has no wi-fi calling, personal hotspot or visual voicemail.

I've called O2 who just said to Reset Network Settings which didn't help and also just disconnected me (should have thought of that to be fair)

Is there any help here? When I phoned the representative said the eSIM is activated so it should be working.

Its an iPhone 13, any help appreciated

[MI5]

@AlbertJ 

Sounds like some bars still need to be lifted and iData needs to be enabled.

Call back to O2 again to check.

[AlbertJ]

I've called back and visited a store who both said there are no bars on the account and it should be working.

There's still no data or features other than SMS/Calls.

I'm apparently waiting for a "manager call back" but from past experience have little

hope that this will actually happen.

I don't suppose you have any other suggestions in speaking to someone other than front line support or if a moderator is able to look at this for me. I'm at a loss at this point and the phone has no data, rather frustrating in todays world!

[MI5 · Accepted solution]

We can try @O2Sarah- in the morning @AlbertJ 

[O2Sarah-]

Thanks for the tag @MI5 

@AlbertJ I will send you a private message so we can check your account

[AlbertJ]

All working now - thank you everyone