O2 lied to me ... again

Caslad19 · ‎20-09-2024

hi everyone,

Another problem yet again with O2. i got in Contact with the in app customer service as im getting the new iPhone on Saturday and wanted to know the process of changing over my eSim. they said i had to have a new esim and that coverage will remain until i activate the new esim. well they lied... i lost signal straight away and they have said i need to wait 24/48 hr for the order to process. what i dont understand is why the order needs to process i would of thought it would be an immediate order. im now lost in limbo with no usable phone the day before i pick up a new one.

i have never experienced such poor customer service from a company before.

when i first took out my contract it took them nearly 2 months to port my number from 3.

any advice would be appreciated

MI5 · ‎20-09-2024

@Caslad19

Get an esim activated in store when you pick up your new 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.

Caslad19 · ‎20-09-2024

can i still do that even though my sim swap is still under processing

MI5 · ‎20-09-2024

@Caslad19

All depends if the system will allow it, but it's your only hope.

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.

Caslad19 · ‎20-09-2024

what is the best course of action if the system wont let them do. they have said i need to wait 24hr for the order to process but reading other issues people have had on here. its taken weeks for them to get sorted.

Enlli · ‎20-09-2024

I would say swap to plastic...O2 are poor at handling esims.

However I read that also may not work while processing is going on.

The social media teams seem the best at handling things.

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.

Lcw · ‎20-09-2024

Been over a week without any service here, just rang them again and been told will likely take another week. Can’t even cancel the order as it’s stuck in ‘processing’

Oxonian · ‎21-09-2024

You need to persevere with O2 @Lcw. Unfortunately, this is a customer to customer community so we cannot access your account or offer other direct help.

You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good reputation for solving customer problems.

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2