URGENT! - o2 barred my account due to lost sim card and I can't call or use data

[newbie1231]

hi everyone,

I just come back from my holiday, but whilst there I unfortunately lost my sim card.  So when I returned yesterday, I asked o2 to block the lost sim card and I've picked another sim from a local store.

But depending on who I spoke at o2, they said that my new sim won't enable immediately as the account has a bar on it and will take up to 24 hours to remove. However some said there isn't any bar on, but I just have to wait due to the holidays.  A person at the o2 store said the 24 hours is just a made.  I'm so confused and without any calling or data capabilities.  Please can anyone help me?

[pgn]

That is standard practice for a SIM or phone on O2 that is reported lost, @newbie1231 - Guide: Lost or Stolen O2 Device? - How to Report it 

You should have received a replacement SIM as part of the process, and if using it in the original handset, will now need O2 to remove a number of bars, info on which bars are applied is in the table at the end of this guide: Guide: O2 BARs 

You can reach O2 via Social Media at the link just below - keep pestering them until they respond, and then use their direct or private channel to give them the info they need to get your account, handset, SIM and number unblocked. Good luck!

[newbie1231]

Thanks very much @pgn 

I messaged o2 on twitter, but some other people have replied instead referring me to an external link on instagram.  Are they dodgy or is that o2?

[pgn]

I do not recognise that Instagram link - the correct one to use for Instagram, as per the link just below this post, is: 

https://www.instagram.com/o2uk

Pick your platform, all go to the same team, @newbie1231.

[Cleoriff]

The instagram link looks dodgy to me @pgn 

Referring the op to someone who has nothing to do with O2?

Could be a scam or someone looking for business?!

[pgn]

That is the difference between posting openly on Twitter and tagging O2 as happened above, @Cleoriff:

Directing your query via DM, direct message, on Twitter - O2 support leave their DMs open for that reason - using the Twitter envelope icon is safest:

Never trust the other replies, O2 will reply openly and advise that the rest of the conversation be via Direct Message.

Sometimes, the public poke can help, but not for anything disallowed, for example, here on the forum - phone number, account number, etc:

Instagram has something similar, but I do not use that platform much.

Agreed, anyone other than O2 replying to an open Post on Twitter is best ignored.

[newbie1231]

Thanks for your replies @pgn @Cleoriff 

I have not received any reply from o2 on twitter, even though I tagged them.

My number is still barred.  I contacted o2 via phone and at one of their stores and was advised and shown on their screen that there is a LOST/STOLEN which is still PROCESSING and should take 24 hours to remove.  But that was applied on 29th Dec Friday night and today is Mon 1st Jan and there's still no change.  

I really need my phone as I have an upcoming surgery / operation and the surgeon had told me that I would get a call from someone to sort out any pre-arrangements, but they won't be able to get through and I don't have any direct number to contact them on.  Please please help me!

[Cleoriff]

@newbie1231 

I think the lack of response from O2 is due to the excessive holiday period and reduced staff levels

You best bet is to either use Skype to call Guide: A Guide to Skype 

Or borrow a phone to call 0344 809 0202, 0800 902 0217 or 0800 032 1402

Ask anyone who answers to remove the bars on your phone, explaining that the sim was lost and reported.

[newbie1231]

Thanks @Cleoriff 

I'm afraid I've already done this many times and I always get the same answer that I need to wait, but they themselves don't know for how long.  As of logging into my o2 account today, it still shows a lost/stolen bar:-

 

 

[Cleoriff · Accepted solution]

@newbie1231 

As today is a bank holiday, nothing will happen re unbarring your phone and/or sim.

Take the advice I gave today and use tomorrow from 8am. I know it's a real drag but the only thing which will pay off, is perseverence.
Best of luck xx