SIM in new phone

[CharlotteP91]

Hello, 

After 2 months of trying to get through to the insurance team I finally received my phone (Google Pixel 5). However the SIM card that I had brought for the temp phone didn't work in the new one. Yesterday I went into the O2 store to get a new SIM, waited 24 hours, still for my phone not to work. I have then spent 3 hours of time on a web chat this morning to be told there is nothing wrong with my account yet I still have no signal/internet coverage. 

The phone is clearly the issue, my guess is that they still haven't taken the £60 out of my account for the replacement phone and is therefore it is still blocked somehow. Someone please help me, I have lost out on thousands of pounds worth of business over the last few months due to this terrible, terrible service. 

Thanks,

Charlotte

[MI5 · Accepted solution]

@CharlotteP91 

You can use Skype to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[CharlotteP91]

Thank you!