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No service, no working sim

Level 2: Apprentice
  • 13 Posts
  • 3 Topics
  • 0 Solutions

So last week I tried to do a sim swap with o2 on Wednesday which failed. Since then I’ve had no service, no replacement sim as the sim swap order from the failed attempt is still stuck in processing. I have tried so many times to speak to customer services, they are hopeless. They put you on long periods of hold and then disconnect the call. It’s happened no fewer than 4 times - all I want is my service back, but I can’t seem to get anywhere with this. 

I have cancelled my direct debit, because I’m paying for something that isn’t working. And no one seems to be sorting this out. What can I do? 

Message 1 of 3

Level 66: Unequalled
  • 12437 Posts
  • 95 Topics
  • 1152 Solutions

Cancelling your DD was not a wise move @Damokinsella82 as o2 will happily sell your account to a debt collector.

You could try visiting your local o2 store to see if they can help, otherwise you need to keep trying with customer services.

Additionally you need either re-instate your DD, or make sure you pay your bill on time going forwards.

How to contact o2 in this guide:

Guide: How to find help & contact O2 

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Message 2 of 3

Level 32: Blockbuster         
  • 8029 Posts
  • 162 Topics
  • 25 Solutions



As @gmarkj has indicated, you need to contact O2. Unfortunately, this is a customer to customer community so we cannot access your account or offer other direct help. 


I suggest that you message O2 on social media :-


Facebook :


X (previously known as Twitter) :


Instagram :


The social media teams are UK-based and have a good reputation for solving problems. 👍

Message 3 of 3