SIM SWAP not working.

[Jodieeh162]

Hello,

Reaching out as I am at my wits end with O2 "live chat". I haven't been able to receive incoming or make outgoing calls for over two weeks now.

I've reported this four times, each time being told it will be fixed in 3 days and each time nothing not even any communication from them.

O2 eventually decided to send me a new SIM thinking that might work. It hasn't, the live chat agent decided I needed to ring them to get this resolved or to to a shop.

I can't ring them as I don't have access to another device and it's not exactly easy for me to pop into a shop and from experience they cant help at all.

Has anyone any idea what I can do before I call it off with O2 and just leave.

(I've tried my sim in a different device, tried calls in all areas of my home and outside all the troubleshoots they've asked. I just need my phone to work) 

Thank you all in advance 

[Enlli]

Sadly, not an uncommon story.

I take it you are simply swapping the number from one O2 SIM onto another.

Live Chat is useless. 

As you can call them UK based Social Media team would be your best bet

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) ,

X Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

[MI5]

@Jodieeh162 

When you do a search for networks, does O2 show up in the list?

My experience of O2 stores lately is very good as they are now all O2 owned and seem much more clued up.

Take photo ID with you if you decide to go.

[Jodieeh162]

It's been endless excuses.

The sim swap was their idea and said it would just happen automatically, then got told 24 hours and it's still not worked. 

All I'm doing is swapping the number in the hopes this makes the phone accept calls. 

I have no other way of calling as I don't have a landline etc 

I'll reach out via socials and hopefully they are more use that the chat "tech agents" 

Thank you!

[Jodieeh162]

It just shows no network, no number, out of service.

Thank you for the reassurance with the stores. From past experience I've just been fobbed off to the live chat team or watched them go on live chat for me. It's not easy for me to get to store so I'm just needing it sorting as soon as, especially paying for the service and not being able to use it.

[MI5]

@Jodieeh162 

Could possibly be a bar on your account.

What was the issue that prompted a sim swap suggestion in the first place?

[Jodieeh162]

The not being able to make or receive calls and a week in they decided this would be the solution 

[MI5]

I would definitely make the effort to get everything checked in store @Jodieeh162 

[Dave-O2]

Afternoon @Jodieeh162 

Has this been resolved or is this still ongoing?

Please drop me a PM with your mobile number if you're still facing issues.