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PHONE WITHOUT SERVICE

Victoria4x57
Level 1: Joiner
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Hi everyone,

A few weeks ago my sim card was stolen from my

phone (it’s a long story but basically it was done to try and commit fraud against me as they used my phone number to reset passwords and gain access to my accounts as I received some emails that provided evidence for this) so I rang o2 and had the number blocked. My new sim card arrived and it was unable to connect to service. I reported this and they said it was a faulty sim and sent me a new one. The new sim card received service for around 6(?) hours before it cut out and said no service again. Since then I have had multiple conversations with o2 agents who basically have no clue what to do. I was told that when I reported my sim card missing, the agent blocked my device as well. Since then, I have had it unblocked twice, on the 13th December and the 18th December, so I know this is not the issue. I was then told by an o2 agent that I should contact Apple as sometimes there are technical difficulties with devices being unblocked. I then spoke to Apple, who said that basically it was nothing to do with them and that it is solely o2 who can manage device blocks. I have done everything o2 have told me to - waited 24 hour periods, factory reset my phone, network reset my phone, been on aeroplane mode, turned the phone off and on - I have done literally everything - yet my phone still has no service. In my settings app on my Iphone 12 pro max device, it states in the about section that my network is ‘unavailable’. When I press this, it shows a white screen with the words ‘Phone not allowed’. Nothing else. 

This is growing increasingly frustrating as I cannot take important phone calls etc that I am expecting with no way to provide an explanation to the caller as I have no way to contact them without a sim card. I am growing increasingly frustrated each time I speak to someone about getting help. Does anyone have ANY idea on what to do? 

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pgn
Level 62: Glorious
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It all sounds like a bit of a nightmare, @Victoria4x57 - not uncommon at the moment, sadly.

I'll Tag in an O2 Account advisor, @O2Lisa - they are on today from 9am, she will ask for more info from you and hopefully you'll be back up and running before long.

Other numbers here are available from about 08:15, although the bank holiday today may mean you still have a wait, if you want to start again with O2 Customer Services: Guide: Coronavirus Community Help and Support before then - my advice would be to wait for @O2Lisa.

Good luck.

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O2Lisa
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Morning all, thanks for the tag @pgn, hope you had a lovely new year.

So sorry to hear this @Victoria4x57, I'll message you privately and get this sorted for you.

My working hours are Monday - Thursday 08:00 - 18:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

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pgn
Level 62: Glorious
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Thank you, Lisa - a Happy New Year to you too.

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