Sim cancelled! HELP NEEDED.

[EmmaBenstead]

Hi all, I'm posting this in the vain hope that someone might have had a similar problem and was able to resolve it. 

My husbands sim got cancelled by customer services 6 days ago when he called about a problem with his apple watch. It appears they cancelled his phone esim in error in an attempt to fix the connectivity issue with his apple watch (which is also an esim). They then decided to issue him a physical sim (none of this was communicated to him, we only found out after the phone stopped working). 

6 days without a phone (or watch), each time we phone customer services we get told something different, with the aim of getting us to wait a bit longer and that it will be ok the following day. On day 6 this still isnt the case. 

We have been told:

We are sending a physical sim out (they havent, the request got stuck in processing and was never issued)

You can go into a shop and they will fix it (they cant because the account is stuck in processing)

Your phoneline contract has been cancelled (from what we can tell it hasnt, we still get through to voicemail when calling from another phone)

It will come out of processing tomorrow and we will fix the issue (6 days now and still stuck, no faith that this will ever actually happen)

Our technical support are calling you to fix the issue (despite giving 3 numbers they can contact us on, the mystery call from tech support never gets through - its been 3 days now, each time we are assured they will call us that day)

My questions for anyone who has gone through anything similar is;

How long do these types of issues last?

Is there a way of getting to speak to someone who can actually fix the issue rather than customer services?

How did you resolve it?

We are at our wits end, the watch will now need to be returned to an O2 store as it will soon be at 14 days and if we dont return it will end up with expensive tech that doesnt work, and the impact of not having the phone is causing issues for my husband who uses it for work and currently cant be contacted. We have a pay as you go sim, but none of his contacts know this number etc. etc. 

PLEASE HELP. 

[Enlli]

Such tails of woe are all too common on here. What should be simple to sort, ends up being a nightmare.

Have to say when I was having problems it was the store that issued me a new SIM when customer services failed.

We are all customers here so little we can do personally.

The UK based social media teams tend to be better than standard customer services

Links in help file.

BTW Visits to a store will require photo ID

Guide: How to find help & contact O2 

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[EmmaBenstead]

thanks, we have also tried the social media teams, but they say its being monitored as part of daily checks and until it comes out of processing they cant do anything. We have also visited the store and they are unable to issue a new sim until it comes out of processing. The problem is, its stuck in processing and no one seems to be able to get it out. So we just have to do without the phone that we pay for. Ombudsman advice was to wait 8 weeks. 

[Enlli]

Yes. You have to make a formal complaint to O2 which takes around 8 weeks. You can then get a letter of deadlock and take it to the communication ombudsman 

https://www.o2.co.uk/how-to-complain