SIM swap still processing

[DD91]

Hi,

Desperately trying to find a solution to my SIM swap nightmare! It’s been in ‘processing’ for 7 days now. The store and customer services don’t seem to be able to do anything apart from escalate it to the elusive back end team. How can it take so long?

Thanks

[jonsie]

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202  or 0344 809 0202

[gmarkj]

When you say a sim swap @DD91, do you mean you were transferring from one o2 sim to another of the same type (contract or pay as you go)?

If not, what were you trying to do?

Straight sim swaps should happen within a couple of hours (guide - Guide: Sim Swap: a mini guide 2017 update ).

[DD91]

Yes, the original SIM just stopped working, so the store colleague just did what should have been a straightforward swap and taken a couple of hours to activate. However, that’s not been the case as it’s stuck in a processing glitch. I’ve tried every avenue I can think of to try and resolve - the shop, customer services and Twitter, but all to no avail. I guess my reason for posting here is to see if anyone else has experienced this and has a suggestion of how to get it resolved. They’ve gone beyond what I was told their SLA is, so it clearly means nothing.  I just keep getting told they’ll get back to me and that it’s being worked on, but it’s all very open-ended and frustrating.

[gmarkj]

That does sound very odd, and unfortunately we can't really help more than say you need to keep going with customer services @DD91 - we used to have some excellent customer advisors helping out on the community, but they were removed last year.

All of the ways to contact customer services are in the guide below - try calling at 8am when they open.

Guide: How to find help & contact O2 

[Oxonian]

Did you get this resolved @DD91 ? ❓