Does O2 actually DO mobile broadband or what?!

[Colm]

This is the FOURTH TIME I have now tried to activate a SIM card for my iPad on mbb.o2.co.uk only to get the message that the SIM card is an invalid number. O2 refuse to refund me on this, only give me another SIM card with another unrecognised number. I called the helpline, who sent me to the live chat who (quite rudely!) told me to go to the store, who told me to call, who told me to go on the live chat, who (again, very rudely!) told me they have no idea how to help. What am I supposed to do? Clearly either this company don't care about their customers or none of them know anything about what they're selling!

[MI5]

@Colm 

Usually, in this case, you would need to top up with a voucher for the first top up. 

Guide How to Top Up (PAYG) 

[Colm]

Is this the standard? Because none of the 10 people who work at O2 with whom I’ve been in contact have been told about this. How do I top up with a voucher for a tablet?

[Colm]

Also, the sim is preloaded with 3GB of data. I still need to top it up on top of this?

[MI5]

OK, you didn't mention that before.....

Did you pay the £16 when you purchased the sim or did you just order it on that tariff @Colm ?

[Colm]

I paid the £16 outright instore and was told twice that it’s ready to just pop in and go.

[MI5]

@Colm 

That is correct, it should be activated and working from the off.

What problem are you having with it?

[Colm]

When I go to the link in the envelope provided with the SIM card to top up, I get the error message that the number is not one that O2 recognises.

[MI5]

I've not seen that issue myself @Colm 

I'll call on @O2Waqas or @O2Ellie to advise.

[Colm]

Yes, I’ve tried four different SIM cards and spoken to (as of yesterday) 10 different customer service agents (most of whom disconnect me in the middle of the call or chat) who haven’t a clue about this either. I keep getting passed from agent to agent who keep telling me they have no idea how to help me. If you know someone who knows what they’re doing by all means tag them in.