Got new IPhone 16.. changed sim to e sim & locked out of everything.

[Courtney17]

Please help, every verification code is being sent to my number which isn’t active and I now have an ESIM on my old phone which is not what I wanted. It needed to be on my NEW phone. I can’t get in the app and I also can’t receive or make texts and calls on either new or old device now. I got cut off by customer services I have been trying this for 12 hours. I am beyond frustrated 

[jonsie]

Easiest and quickest option is to go instore with photo ID

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

or give them a call on 202  or 0344 809 0202

Guide: How to find help & contact O2 

[Enlli]

If you can't get into store the social media team will be your best bet

They seem to know what they are doing with eSIMs, unlike offshore CS

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , X Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

Or

[MI5]

SM teams can no longer process sim requests due to potential fraud.

It has to be done in store ot on the phone only.

[Enlli]

SM changed one for me last week...Perhaps I'm a special case 😁

[MI5]

From: Kei-M_O2
Subject: You'll no longer be able to request a new eSIM or physical SIM via Online channels
Date: **Personal info**24 08:24
Message:

Hi folks,

Just so you know we're in the process of disabling the function that allows customers to request a new eSIM or SIM via our online channels due to the threat of fraud that we're seeing 

We'll be directing these customers to a store or using one of our contact numbers.

Thanks,

[Oxonian]

I suppose that it depends on what is meant by "...online channels..." @MI5 ? 

I had taken it that social media was not part of the "...online channels..." as you are dealing with a person. 

Maybe @Kei-M_O2 can clarify please ?  

[MI5]

What other online channels are there?

[Enlli]

I didn't request it, they suggested it.

But I suppose O2 want to make things as difficult as possible for their customers when it comes to SIM cards.

[Oxonian]

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@MI5 wrote:

What other online channels are there?

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MyO2 @MI5 ?