No service for over 3 weeks after switching to Esim

[Scott94]

So I pressed change to Esim from physical sim over 3 weeks ago now and my order is still stuck on "processing". So I have had no service since the 10th September. I've contacted O2 by landline and messaged them through the MyO2 app and they tell me to wait as the order is stuck in processing but it still hasn't been resolved. They have said they can't cancel or give me a pac code. Is there anything else I can do? I'm losing hope now 😞

[MI5]

make a complaint ?

[Bambino]

@Scott94 Your issue seems to be a common occurrence of late.

You can try reaching O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Scott94]

Tried that, I sent an Email to them and they replied with "We lost your complaint email"

[Scott94]

I guess waiting is all I can do from what I've read 😞

[MI5]

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@Scott94 wrote:

Tried that, I sent an Email to them and they replied with "We lost your complaint email"

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Can't have lost it if they replied to it???

Ombudsman is the next step.

Customer Complaints Code

[Scott94]

That was my thought, so I replied with the original Email and heard nothing back. I have gone to the Ombudsman now, just waiting for a reply. I was hoping O2 would resolve this before having to go there. You'd think a quick press on their system would be able to sort this. 

[MI5]

You'd think so, but nothing is easy these days @Scott94 

[Scott94]

That's true unfortunately:(

[Lcw]

In exactly the same situation, will be three weeks tomorrow for me with no service. Every time I call I’m told something different been promised call backs which never happen now waiting a response from complaint, apparently Ombudsman won’t touch it unless it’s been 8 weeks since complaint raised? At the point I just want to cancel and get my number back but like you not an option as it’s ’processing’