Without service for 11 days after failed sim swap during upgrade!

[Laura61]

I upgraded my phone on 7th June (iPhone XR to iPhone 15) where an ESim transfer should have happened but something went wrong and service was bared from my old original sim at the same time! I was told for 4 days by customer services various different things and that to wait, a plastic sim has been sent in the post and to also go into an o2 store as they could sort it (they couldn’t! As the sim order was processing and comes up with an error of airtime not active even though I’m being billed etc) I was then told on 12th June no physical SIM card was ever sent in the post and the whole thing is stuck in processing and their back office need to look into it to resolve it and allow 10 days! This time is now over and I am still without a working network, old SIM card still don’t work, eSIM error on my o2 account and unable to go through swap sim as error saying changes being processed on account. I cannot access my online banking or anything as everything needs a one time passcode. I am going out of my mind here!! 

[Oxonian]

Highly unlikely @Damokinsella82 that BBC Watchdog will be remotely interested.

You need to persevere with O2. Unfortunately, this is a customer to customer community so we cannot access your account or offer other direct help. 

You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

I suggest that you take the social media route. The team are based in the UK and have a good reputation for problem-solving.

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

[Damokinsella82]

Hi @Oxonian @Laura61 @MI5 @Cleoriff My hell with o2 is finally over, I managed to get my PAC code and switched to Sky Mobile fully today. I was gutted to leave, but customer services were just the worse. @Laura61 I hope you managed to get sorted out, in the end i visited a store and they sent an email and my details to someone in IT. I finally got the esim to download this morning.

Thanks for all your help 🙂 

Damian

[Cleoriff]

Good news @Damokinsella82 👍

[ZooMoo]

Hi @Laura61 have you managed to get resolved? I’m in this situation now and it’s very frustrating. 

[slowsandal]

bbc watchdog no longer exists but it could be reported to BBC rip off britain

[Oxonian]

Ripoff Britain will not be interested @slowsandal ; O2 have a ridiculously high number of subscribers so it would need a massive number of complaints to catch the editor's eye. 👍

[cnwfc]

Did you make any progress in the end?

Exactly the same has happened to me, I requested a replacement plastic sim card on Thursday 4th July, which was delivered on the 5th and ever since I have been trying to activate it. It keeps saying the SSN cannot be activated and O2 keep giving me the same line as you, it could take 10 days, we need to pass this to the back end team.

[gmarkj]

If the new sim is a replacement, depending on why you needed it it may have come already activated @cnwfc and you can just put it into your phone and use it...

[cnwfc]

The sim is dead. I am trying to go from eSIM to plastic sim. 

The order is stuck 'Processing' and nobody seems to be able to help. The shop cannot issue me a sim. The X team tell me to go to the shop. CS tell me they need to wait for the backend team to manually register the sim.

Complete and utter mess.

[PrincessO]

I made the unfortunate decision on Thursday to upgrade and I've been through all of the above since then. My number has been changed to the temporary number they gave me in February when I ported in.  Hospital telephone consultation tomorrow and Thursday and my number no longer exists, except on O2 screens.