unable to make and receive calls while abroad

[GettingTiredNow]

Does anyone have contact details for technical support?

I have been on the phone with the support teams for days and no one can resolve the issue. I am abroad, my package covers Europe, but I can only receive text message - I can not send them, I can not make or receive calls. Support team sees everything is active. I have tried different devices and roaming settings - my sim behaves as it has never been activated. 

It is impossible to go through to someone knowledgeable. How to get through to technical support?

[MI5]

@GettingTiredNow 

You can only contact customer service as you have done.

They would need to escalate to tech. Not something you can do.

If you're on PAYG it won't get fixed anyway as O2 PAYG  doesn't work in many EU countries currently.

[Oxonian]

Welcome to this O2 customer to customer community @GettingTiredNow. Please note that there is no formal O2 presence on here so we cannot access your account or provide other direct help.

I suggest that you consider messaging O2 on social media :-

Facebook : https://o2uk.co/O2CFB

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

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good record for solving customer problems. 👍 

[MI5]

and you'll most likely be back home before they respond.

[Sarnf1]

Hi there, did you very get this resolved? I'm in the same situation. They even sent me a new SIM which I had to get forwarded on the me in Spain. New SIM still does the same thing. Incredibly frustrating!

[Enlli]

@Sarnf1 Are you PAYG or Contract 

[Sarnf1]

PAYG

I spoke with customer services again today and still no further. They said a manager is going to call back but nothing yet. 

[Enlli]

@Sarnf1 PAYG can only make calls on 3G or 2G

Most 3G in Spain has shut down. Telefonica has some 3G coverage but not everywhere.

If you need to make a phone call see if you can switch to 2G when you need to.

If the other party has WhatsApp you can use that to call.

Nothing O2 can do.

The ability to make calls in such situations usin O2 is being rolled out, hopefully by the end of the year.

[MI5]

@Sarnf1 

The call issue will be because O2 don't support 4g calling on PAYG yet.

You need to manually search for a network which still provides 3g for yor calls to work.

[Sarnf1]

Thanks for the reply. It sounds like this could be the problem but customer services asked me to switch to 3g and try all the carriers while I was on the phone but it made no difference. Also my husband has the same O2 PAYG type sim on the same package and his works fine. He has a slightly newer model of the same phone. When I put my SIM in his phone it doesn't work but when I put his in my phone it does work. We,ve been travelling for a few weeks through France, Portugal and Spain and his has worked fine, mine has never worked.