Sim activation

[Isabel2]

My phone was stolen a few weeks ago.

My mum (account holder) got a new sim card in a store and posted it to me, but it still wasn't working after 24h so rang o2 and they said it wasn't activated; in order to activate it the account holder has to go into a shop with ID and they can activate it for you.

That didn't work geographically so I got a new, activated sim posted which I now have here. Put it in my new phone yesterday and got it activated over the phone by o2 customer service. They said it would be working in 24h however its now been 30 hours and it still isn't working at all. Any ideas what this might be? Its difficult to call customer services because 1) I don't have a working phone and 2) you have to sit on hold for hours.

Can't do sim swap because don't have the old phone

[MI5 · Accepted solution]

@Isabel2 

Your mum needs to contact O2 to get the bars lifted.

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 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks

[Isabel2]

Thanks I'll do that tomorrow, I'm just a bit confused as I rang up yesterday and they said my sim would be working in 24h? And the original sim I had this was prob the same problem... but no one who works at o2 has predicted this as an issue?

[MI5]

That's not surprising to hear tbh @Isabel2 

[Isabel2]

So I rang O2 and they lifted the bars (I presume from when the old mobile was stolen, so they lifted the IMEI and the sim bar) and I can now send and receive SMS messages, but my data isn't working. Don't suppose you know why this might be haha (you seem much more helpful than o2 employees)

[MI5]

@Isabel2 

There may be a further data bar on the account or it may just need 24 hours to update.

Try rebooting the phone to see if it helps but if not, I'm afraid you'll need to contact O2 again.