Upgraded phone not connecting to network

[Qasiel]

Hi,
I recently upgraded my handset to an iPhone 11 through O2 Refresh. However, after inserting my original sim into the new phone, I am unable to get any network reception and can only make calls if I’m in a WiFi network.

I’ve tried resets, airplane mode toggling and just about everything else I have seen on what to do but none of it is working. I’ve tried calling 202 for help, but keep getting dead ends. The only time I talked to a person was when I mentioned “upgrade” but he was unable to help.

[MI5]

@Qasiel 

Did you get a new SIM with the phone?

[Qasiel]

@MI5

No, as I already had a nano sim from my last one (still O2, been a customer for years).

[MI5]

@Qasiel 

It sounds like they transferred you to a new SIM anyway.

Try to call to get old SIM reconnected Guide: Coronavirus Community Help and Support 

[Qasiel]

@MI5

Just tried the suggestion and got a “Sorry, we’re closed” response when I asked to be reconnected. It’s not going well for me!

[jonsie]

Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808

[MI5]

Just keep trying mate. Say anything to get connected. Fraud might get you through immediately