No service

[DocRichard]

My new iPhone (MP822B/A) was working as a phone but could not get a web signal. I took it into an O2 shop who changed the sim card, twice. No joy at all. So now it not only cannot get web from the carrier, it doesnt work as a phone either. Just says "no service".  It can see the wifi signal though.

In General it says the sim isn't provisioned.

[DocRichard]

Yes, it used to work for phone calls and msg, but not for mobile data, which is why I took it in

[MI5]

So your phone must be faulty as you said the sim works in their phone?

[DocRichard]

In Abergavenny, Wales, about 5 mths ago

[DocRichard]

No, sorry to confuse. They put it in their phone, and nothing happened. I guess it was in for about 45 minutes.

[jonsie]

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@DocRichard wrote:
No, sorry to confuse. They put it in their phone, and nothing happened. I guess it was in for about 45 minutes.

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So that would indicate an account problem. You néed to call rather than use live chat. 

[DocRichard]

OK, I will wait the 24 hours and phone them. Thanks.

[DocRichard]

No, I still have No Sevice. I went to Apple chat, they were helpful, and we established that it is not a problem with my phone. Next move is to go back to the O2 shop in Weston s Mare, but it is unclear what they can do. 

I'm feeling like getting an account with someone else. The Phone Coop has a reputation for being ethical. Trouble is I'm on a fixed contract, and O2 will charge me if I try to change, so I have to get them to release me from my contract because they have failed to deliver a service. Will I need to get a lawyer for that, or will they see reason? If so, who do I ask in O2 about this?

[MI5]

Start off with complaints https://www.o2.co.uk/how-to-complain

[jonsie]

You have to go through the complaints process and put your reasons down. Personally I think it's an account issue and it's up to customer service and the supplier to rectify whatever mistake has been made.

https://www.o2.co.uk/how-to-complain

[MercedesS]

Hello @DocRichard, 

We are sorry to hear about your bad experience with your Iphone. Did you get it fixed? We are all here waiting to know 

I have just dropped you a Private Message to get more info just in case there's something we can do to help out.