No receiving sms after upgrade to 5G sim

[Scaxuk]

Hi, not able to receive SMS till the swap to 5g SIM card. Tried everything, network reset, phone reset called operator at o2, swapped the SIM into other phones with same issue. At present is still verifying my number in the chat feature, tried also disabling the chat.... Nothing...

I am waiting a call back from the technical team but could take up to 5 days...already 3 days with no access to banking due to OTP verification issue... If not fixed I may to change operator?
Any idea how to fix this bug?

[Scaxuk]

I have not been disrespectful to anyone, I have asked to speak with a manager and this was not possible.... I run a customer service and if a customer is not happy I have to speak to him as is an escalation.... Again I want this resolved and appreciated you given me the contact of the manager

[Cleoriff]

@Scaxuk 

Just to add to @pgn's comments above. The problem you have isn't new to O2, it's an issue we have seen happen a great deal. This is a customer forum made up of members like yourself and on your behalf we have tagged various members of the O2 support team. They are not magicians and need to sort out issues on an individual basis. I know it's frustrating for you but we have done all we can to help you with your problem.

Perhaps you should call O2 on 202 and speak to someone yoursself. They may be able to help you where we cant?

[O2Helen01]

Morning all, thanks for the tag @pgn  . @Scaxuk  I'm going to send you a message privately and we can discuss your issue further.

[O2Emma]

Hi @pgn I will pick this up thanks.

[O2Emma]

Hi @Scaxuk I will send you a private message to look into this for you.

[Scaxuk]

I have spent hours on the phone with 202 response was all the same Complaint logged tech team will call you within 5 days ...

[Scaxuk]

Quick update has been discovered that I cannot receive calls either and I have to wait another 5 days...

I have sent a message to the manager still waiting for a response... 

[Scaxuk]

As I cannot receive calls and SMS has been suggested to move back to the old 4G SIM if I swap it does it mean the the tech team will stop working on the issue if they see the phone working? What is the course of action in this case?

[pgn]

It is worth a shot, @Scaxuk - and I doubt the tech team even bother to check what SIM type is active in your phone when you call them, so why not, if both are O2 SIMs, try the SIM Swap option in your MyO2 to move back to earlier SIM, test, and see...?

I for one would like to see how that works 👍

[Scaxuk]

This morning I have swapped to the old 4G SIM with the help of customer advisor at 202 and I can now receive calls and SMS without problems.... However the funny thing is that with the 4G card I have the phone on 5G network!!! How? Maybe speed limited?