Urgent Help Needed

[scottpinhorne]

• I visited store Wednesday (12/11/25) afternoon approximately 15:45 and upgraded my handset.

• I setup my handset at home later that evening and all was working.

• The following day, Thursday 13th, around midday I lost all mobile signal and was unable to make/recieve calls and text messages and had no data.

• I spoke to o2 customer services over the phone who advised the order was still processing and they would call be back after 17:00 the same day as the order would have elapsed the 25 hour period.

• They called me back but advised it was still stuck and to try again in the morning.

• During this period the eSim was showing not signal and the my o2 app, when managing my device, showed as blocked so I was unable to remove and re-add the eSim.

• I visited store at 9am the following day, Friday 14th, where a chap tried all he could to cancel the order, swap to a psychical SIM etc but was unable to help so he spoke with customer services via web chat who were also unable to help.

• He and I were advised a helix ticket has been created and you would email me. I purchased a pay as you go sim at this point so I would have basic data and access to call in the event of emergencies with my children etc.

• The following day, Saturday 15th, I still had no signal and had not had any email so I visited the store again at 9am.

• The store manager tried everything again with no joy and also tried speaking with you, again with no Joy and no update to the helix ticket however he was advised to try an inflight cancel after 72 hours and I was asked to come back later that day. 

• Over the weekend I still had no signal, no email update and still unable to access a QR code to re-add my eSim.

• I visited store this morning, Monday 17th, at 9am where all of the same checks and test etc were carried out without success. The inflight canal that was suggested was also failing.

• The in-store person spoke with customer service again who eventually advised they were going to escalated it higher, despite it having been escalated Saturday morning but this time I was advised 5-10 working days!!

• The in-store person suggested I email this address and also, after checking with customer service, advised that they were unable to even divert my incoming phone calls.

This is completely unacceptable! I am self-employed and have been unable to work over 4 days now and still am unable currently to receive any calls or SMS messages which are needed for various work systems to send an OTP to access and also for me to authorise bank transactions. I cannot work!

I have been an o2 customer for over 20 years who has never missed a payment and never complained and I upgraded year on year!

I cannot stress show urgent this to me and am pleading for some help and assistance to resolve this ASAP and not to have to wait a further 5-10 working days.

Many Thanks

[MI5]

@scottpinhorne 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook or Instagram https://www.o2.co.uk/abouto2/social-media or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

Guide: How to find help & contact O2