Not registered on network

[Helen27]

Can someone please tell me why my phone suddenly cut off mid call and now it says no registered on network, all bills are up to date, I can't make or receive calls not even to o2 on 202, I don't have a landline anymore and I have a heart problem.

[bazwaldo]

After a short hold the agent advised that he was unable to do the same as his colleague back in March 2024 and that he would create an reactivation order for the sim which would take 24 hours to complete.
After this I would be able to add at least £10 phone credit by dialing 4444, the agent then made a refund to my bank account of £19.14 for the previously unused credit which had been lost. This could take upto 5 working days to show up in mu account.
He confirmed that the sim would remain as a Classic PAYG 3-2-1 sim.

If there are any other issues I will note them here.

For my part I will have to make sure that I either text or make a call at least every few months to keep the sim active.

[Oxonian]

Glad that seems to be on path to resolution @bazwaldo ! 👍

Please keep us updated on developments. 😀

[bazwaldo]

Today my sim is now recognised again and *#10# returns 0 balance, I topped up with £20 using my debit card by calling 4444 and checking the PAYG 3-2-1 balance confirms the credit.

Provided the refund for my missing original credit shows up in my bank account everything - I hope - is now fixed and back to normal!

Phew! 🙂

[Oxonian]

Excellent @bazwaldo, please you have got finality ! 👍 

[bazwaldo]

16/05/2024

Today I checked my bank account to find that the promised refund from O2 of my unused original PAYG credit of £19.14 has not come through.
On 25/04/2024 the agent promised it would be returned to my bank account within 5 working days.
The only amount showing is the new credit I was asked to add of £20 on 26/04/2024.

I called the PAYG helpline on 0344 8090222 and spoke with an Indian Call Centre agent.
After explaining the above he stated he had to speak to a Team Leader and I asked to speak to the TL directly.
After this I was left on a silent line for several minutes.
WIth no one seemingly on the line I ended the call and instead emailed a complaint to complaintreviewservice@o2.com giving a brief outline of the problems I have had with the sim being unregistered twice and the missing PAYG credit refund.
I will add another note once I hear back from O2 regarding my complaint.

[madasaf1sh]

@bazwaldo 

Just to set expectations, you should expect a reponse by mid July at the latest, as o2 like other networks have 8 weeks to respond and in that time no one from customer services will be able to help you on this issue.

[pgn]

As here, @bazwaldo 

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+Code+12.10.23.pdf/9650ee76-8b85-07...

[bazwaldo]

A satisfactory solution is very simple for O2 to complete quickly.

If they refund my missing credit as promised then problem solved.

It's about time this issue was put to bed!

[pgn]

Knowing O2, it will be left until the very last possible moment, @bazwaldo 

And the e-mail to complaintreviewservice@o2.com will have set a flag against your account that any CS advisor will see, resulting in your query being dropped, most likely, pending outcome of the complaint review and removal of the flag on your account. No CS agents from O2 monitor the Community Forum, so you really need to wait, @bazwaldo. Alas.

[bazwaldo]

Thanks, I don't mind waiting for O2 to do the right thing!