new phone cant use

[Jacqueline59]

We received a receipt of a new phone for my wife yesterday. It was bought, as well as the sim, on O2 on line. On set up we noticed the credit we had bought on the sim was not on her account and that she couldn’t make or receive phone calls. On investigation, we realised we needed to “unlock” the phone, so we did via her online account, however, last night we received the email saying the phone isn't O2. We can’t understand that you are saying the phone is not an O2 phone as it was bought from O2 online along with it’s sim.
I tried to do online chat to discuss, but can’t get the chance to chat.

[MI5]

@Jacqueline59 

You need to top up to activate the SIM card Guide How to Top Up (PAYG) 

You just chose a tariff when ordering, you didn't pay for a top up.

[Cleoriff]

@Jacqueline59 

You need to contact O2. Guide: Coronavirus Community Help and Support