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Upgraded phone not connecting to network

Qasiel
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Hi,
I recently upgraded my handset to an iPhone 11 through O2 Refresh. However, after inserting my original sim into the new phone, I am unable to get any network reception and can only make calls if I’m in a WiFi network.

I’ve tried resets, airplane mode toggling and just about everything else I have seen on what to do but none of it is working. I’ve tried calling 202 for help, but keep getting dead ends. The only time I talked to a person was when I mentioned “upgrade” but he was unable to help.
Message 1 of 7
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MI5
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@Qasiel 

Did you get a new SIM with the phone?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 2 of 7
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Qasiel
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@MI5

No, as I already had a nano sim from my last one (still O2, been a customer for years).
Message 3 of 7
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MI5
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@Qasiel 

It sounds like they transferred you to a new SIM anyway.

Try to call to get old SIM reconnected Guide: Coronavirus Community Help and Support 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 4 of 7
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Qasiel
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@MI5

Just tried the suggestion and got a “Sorry, we’re closed” response when I asked to be reconnected. It’s not going well for me!
Message 5 of 7
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jonsie
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Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808

Message 6 of 7
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MI5
Level 94: Supreme
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Just keep trying mate. Say anything to get connected. Fraud might get you through immediately wink
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 7 of 7
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