upgrade but no service

[bry241173]

So I ordered my upgrade, iPhone 13 pro max 26/7, within 5 hours my existing iPhone 11 lost the ability to make calls, but would receive calls, and able to use data. I rang customer service (work phone) and was told they had accidentally activated the new sim, and said they would reverse it. It hasn't worked since, but does show 4g network.

Today 27/7 my new phone, and sim leaflet arrived. It took several goes before the sim process worked, a text was received on the iPhone 11 telling me it had gone through, BUT, there is no network signal, it only operates on wifi. It won't let me activate wifi calling either - is this 5G related??

I cannot call O2 because I don't have a home landline, and neither the 11 or 13 can make calls.

Do I just need to wait? I'm not convinced everything is right on the network relating to the number and sim allocation.

[MI5]

@bry241173 

Reset your network settings first.

If that doesn't work, you can message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

[bry241173]

No good sadly. Just deleted my Wi-Fi setting. Feared this would go wrong after they disconnected me a day early. Relying on Twitter help now. 

[bry241173]

Is it possible for @O2Lisa to help?

[O2Lisa]

Hi @bry241173, of course, I'll message you privately so I can take some details and I'll look in to this for you.