Replacement sim not working in new iPhone

[HeatherMcC]

Hi please can you help me? My daughter lost her phone and bought a reconditioned iPhone pro plus to replace it, I ordered her a new sim and got it activated. Waiting 48 hours, turned phone on and off, the phone now says O2 in the corner but it is not working on 3G or 4G, no calling etc. working. I called helpline and did a network reset still no joy, what can we do?

[MI5 · Accepted solution]

@HeatherMcC 

O2 need to remove the bars that were placed on the account when reported lost.

Guide: How to find help & contact O2 

[HeatherMcC]

HI MI5, thank you very much for that, I find O2 almost completely useless on the phone! I will try again - and try to be patient with the 10 mins of security checks and the inability to listen to what I am saying 🙄 I'll let you know how I get on. Many thanks for your help

[MI5]

Good luck

[Breanna]

Any luck getting through to customer service @HeatherMcC?

[HeatherMcC]

Hi Breanna, Not sure if my reply worked, I'll try again -  I called last night and was told to check that the phone number was shown correctly in settings / icon / Name, Phone numbers, Email. I checked my daughter's phone when she got home and it was already correct. I was planning to try calling again today at 4pm when she is home from school. Any other ideas? Thanks so much!

[HeatherMcC]

To add to that - I was told that the number is not blocked and it could be a fault with the sim?

[MI5]

Good grief. It gets worse !

@O2Helen01 please help @HeatherMcC 

[O2Helen01]

Afternoon all, thanks for the tag @MI5. @HeatherMcC  I'm going to send you a message privately and we can discuss your issue further.

[HeatherMcC]

Hi Helen, do you work for O2? would you be able to suggest a solution that might work?