sim swap

[Mackieno4]

Hi, the payg sim in my phone has failed and doesn't work.  I've been trying to get a replacement sim with the same number for 3 days and so far can't get hold of customer services.  I've been into 2 different 02 shops with I.D but they couldn't get through on the phone either.  I had a my 02 account for it about 6 years ago, but either it's been deleted for non use or I've got the details wrong also because it's so long since I used it, but as 02 wants to send a code to the phone concerned (which hasn't got a working sim) I'm getting nowhere.  I've tried for a new password but can't get further.  Is there somewhere I should be contacting to get this resolved?

[pgn]

You can order a free PAYG SIM from O2, it will arrive in the post (3 to 5 days).

Does your old SIM work in a different phone? If so, you can do the Guide: Sim Swap: a mini guide 2017 update yourself.

If you care to reach out to O2 via Social Media, the three ways (Twitter, Facebook, Instagram) are in the URL just below this post, they may be able to unblock or reactivate or offer a replacement MyO2 account which you can get into using any web browser at this address: https://accounts.o2.co.uk/signin

Good luck, @Mackieno4!

[Enlli]

Reading your post, how long is it since you used it and how long since the last top up?

[Mackieno4]

No the sim doesn't work at all.  I can get a new sim but I want the number too, which is the problem.

[Mackieno4]

I use the phone all the time and topped up last month as I'm on a monthly bundle which was due to renew on Monday 10th, sim stopped workinng on Friday 7th.  The problem seems to be accessing my account.  Even in the shops they couldn't and told me there was a problem with the validation system, but I suspect that's a generic excuse.

[Enlli]

@Mackieno4 then I suggest you follow the advice given by @pgn 

[Mackieno4]

I'm trying via social media, thanks to pgn's advice.  I'll see if anything comes of that.  Thank you both for replying.

[Breanna]

Keep us updated about this if you can @Mackieno4!

[Mackieno4]

Well, so far no luck in getting a response. I've only tried ringing and facebook as I don't do twitter but there's only so long you can hang on waiting for someone to pick up or to respond to a message.  I can only give it another day really as the number linked to the failed sim is the one registered for various health providers relating to care for my mother, and so I'll have to get another sim with a different number to give them (and everyone else), and given the current situation it'll probably be with another company.  I'll report back if I get a response or close this thread if I move on.  Thanks so far for the suggestions.

[MI5]

@Mackieno4 

I'll ask @O2Georgina to help in the morning.