New smartphone new SIM

[gbr2004uk]

I've activated and O2 site confirms £10 taken off my account. But actual phone shows zero in my account. Also, bizarrely, every time I try to phone a contact, it gets me straight to the O2 top-up algorithm which asks if I want to top up!!!!  I had a chat with an O2 agent online who after much confustion told me it was something to do with a local mast that (he thought) was down.  I think he spun me a line because on a different mobile phone I got through no problem.  This is driving me nuts!  Hope someone can help. Many thanks in advance. Brian

[MI5]

@gbr2004uk 

You'll need to try calling again and get someone more helpful, however, can you try sim in a different phone to see if it's a phone issue?