Problem connecting after sim swap

[Danb76]

Called to say I’d lost my phone on 17th March and a block was put on it .

phone turned up next day and I rang to have block lifted . After several calls still not connected so new sim issued that arrived 24th March had to call up to do sim swap which was done .

again told takes 24 hours to sort I’m now on Friday and still not working even after a daily call each time they say they have sorted it .

well sadly not the case I’ve switched phone on and off I’ve tried sim in another phone and not working . No issues with network as rest of family are on o2 . 

Currently been in a queue for over an hour to customer services .

can anyone recommend trying anything else .

im back at work on Monday and being a key worker I need my phone 

[MI5]

@Danb76 

Both the phone and account are blocked when reported stolen.

Customer service need to lift both bars.

[jonsie]

You need the account unbarring for which you need to contact customer service.

[Danb76]

Both phone and sim have been unblocked that was reason a new sim was sent out 

[jonsie]

They would not send an active sim out. You need to get the bar removed when you receive the sim.

[MI5]

@Danb76 

It is the account that has the block on it.

No sim will work whilst the account is blocked.

[Danb76]

The block on account has definitely been lifted . Thanks anyway 

[jonsie]

If the sim isn't working in another phone then it is barred or a faulty sim. It can be no other reason. It's your account that has the bar on it.

[MI5]

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@Danb76 wrote:

The block on account has definitely been lifted . Thanks anyway 

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I'm sure that's what you have been told but I doubt it has been done....

[jonsie]

Any chance a guru can look at the account tomorrow @Marjo ?