Sim Swap nightmare! :(

[SlowJamz]

Good morning

I'm having no signal following a failed sim swap. I was sent a 5g sim to replace my 4g sim and the process didn't complete. I was told it would be ok after 24hrs, this was back on the 21/12. Its now been a week and I'm without my phone still. I have called up many times to the Customer Service department and no one seems to be able to help. Just that it was raised and sent to the 'back team' to resolve as the sim is stuck in processing/reserved? and will be 5 days. this was back on the 22/12.

Does anyone have any idea how this can be repaired so I can get my phone working again?

[CC2908]

Hi, 

We are stuck in the same situation. eSim swap started on 15/12. Still nothing. All we are told is it has been sent to back office and there is nothing they can do. I desperately need access to my number. 

@Dave-O2 any help would be greatly appreciated with this as I have run out of options and no one seems to know what is going on. 

Many thanks. 

[pgn]

The Community Manager @Dave-O2 and the acting manager @Kei-M_O2 are off until January 2025 - you would need to persist with O2, but the Social Media Team, accessible by Facebook Messenger or via a DM in X platform are available - just be persistent until an agent engages with your query. Links to both are listed in Guide: How to find help & contact O2 - including other non-DM link for X (not much use, tbh!) and Instagram (never tried that, but some have, with success).

Good luck, @CC2908 

[CC2908]

Thank you for the quick reply. 

Sadly, O2 themselves are pretty awful and consistently blame the mysterious back office team for the issues. 

I've reached out it X as I don't use any other social media and nothing. 

It's like they know you have nowhere to go with it and have no choice but to sit and wait..

Very frustrating. 

Appreciate your advice. 

[pgn]

I find you need to nudge them via DM on X, using the same thread you started with them, a few times @CC2908 - my experience here to show timelines:

https://community.o2.co.uk/t5/Other-Products-and-Services/O2-Web-Top-Up-not-recognising-a-valid-O2-P...

Keep nudging 👍🏼