N/A, 13 Feb. 2025 , 06:49pm
How can I help you today?
[Sent]

Ellis, 13 Feb. 2025 , 06:49pm
My SIM card has stopped working. I need a new one urgently please

O2 Virtual Assistant, 13 Feb. 2025 , 06:49pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 13 Feb. 2025 , 06:49pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Ellis, 13 Feb. 2025 , 06:49pm
07725621017

O2 Virtual Assistant, 13 Feb. 2025 , 06:49pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 13 Feb. 2025 , 06:49pm
[Rich Content]
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Ellis, 13 Feb. 2025 , 06:50pm
None of them suit it. I need a new SIM card because mine has stoped working

O2 Virtual Assistant, 13 Feb. 2025 , 06:50pm
Please select one of the Options to proceed
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O2 Virtual Assistant, 13 Feb. 2025 , 06:50pm
[Rich Content]
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Ellis, 13 Feb. 2025 , 06:50pm
It’s about my Account

O2 Virtual Assistant, 13 Feb. 2025 , 06:50pm
Thanks! 🙏
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O2 Virtual Assistant, 13 Feb. 2025 , 06:50pm
Please can you confirm your full Name
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Ellis, 13 Feb. 2025 , 06:50pm
Ellis Blake morales

O2 Virtual Assistant, 13 Feb. 2025 , 06:50pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Ellis, 13 Feb. 2025 , 06:50pm
Yes

O2 Virtual Assistant, 13 Feb. 2025 , 06:50pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Ellis, 13 Feb. 2025 , 06:53pm
Ok. I need the agent to see this: my sim has just stopped working and I do not have another phone or means to call anyone in case of an emergency. I will be travelling next week so I need a SIM card sent to me urgently to arrive this week or Monday latest or I will have no phone to use when travelling. Please help !

Info [Automated], 13 Feb. 2025 , 06:54pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
[Sent]

Soaif Ali, 13 Feb. 2025 , 06:58pm
Hi Ellis, good evening. Thanks for contacting O2.  
Sorry to know that you are facing network issues.  
  
I have checked your account details and everything seems to be fine. There are no bars/restrictions on your account, sim card or phone/device. The phone mast in your post code area (B35 7LN) is also working fine.  
  
You can also check our network status on our website using this link: [https://www.o2.co.uk/coveragechecker](https://www.o2.co.uk/coveragechecker)  
  
If you’re experiencing any problem with our services, you can try switching off your device and then switching it back on again to check if that helps.  
Alternatively, you can try resetting your phone's network settings, this will refresh the network on your phone and you shall be able to use the services again in a better way.  
  
Please reset your network settings:  
Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.  
  
After this please restart your phone for more than a couple of times and you will be good to go!
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Ellis, 13 Feb. 2025 , 07:09pm
I’m not facing network issues! MY SIM CARD HAS STOPPED WORKING. I’ve restarted my phone numerous times and taken the sim out and put it back in. The SIM card is not working

Ellis, 13 Feb. 2025 , 07:10pm
I need a new sim to be sent out to me. I cannot make phone calls or texts. That is so dangerous, I need to be able to contact people and my sim shouldn’t have stopped working

Ellis, 13 Feb. 2025 , 07:17pm
Hello?

Soaif Ali, 13 Feb. 2025 , 07:21pm
Ellis, the sim cannot stop working, as I see it is active and fine.  
  
The best option for you right now is to get a replacement sim instantly from your nearest O2 store.  
  
We have a store at Birmingham. I've in fact got the full address and opening times for you.  
Unit 9 The Fort Shopping Centre  
Birmingham  
B24 9FP  
Birmingham  
  
Opening times  
Today 9:30 AM-6:00 PM  
Tomorrow 9:30 AM-6:00 PM  
Saturday 9:30 AM-6:00 PM  
Sunday 11:00 AM-5:00 PM  
Monday 9:30 AM-6:00 PM  
Tuesday 9:30 AM-6:00 PM  
Wednesday 9:30 AM-6:00 PM  
  
Let me know if there is anything else I may assist you with?
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Ellis, 13 Feb. 2025 , 07:25pm
I’m telling you it’s not working so I’m really confused that you’re telling me it cannot stop working. It might “show” as active on your side but it is not. If it was active and fine it wouldn’t say “NO SIM CARD” on my screen and I would be able to call and text. My family has had to email me because they’re worried my phone cannot go through. The SIM card is in my phone so to say “NO SIM” it is not working. Can you send out the replacement sim urgently please as I need it asap.

Soaif Ali, 13 Feb. 2025 , 07:28pm
I will be happy to send you a sim, but while sending it the system sends a code to your sim card, which need to be re-entered, so that we can get an option to send you a sim.  
  
So, just to confirm are you able to receive texts on your number?  
"[Please note: Your current sim will be DISABLED if I will send you a replacement now.]"  
  
Also, it will take 1-3 working days to get deliver.  
Alternatively, if you want, you can get a plastic or an esim of the same number, instantly you can visit the nearest O2 store with your physical valid ID proof (passport or driving license).  
  
If you want, I can help you with your nearest store, just need to your post code to find it out.
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Ellis, 13 Feb. 2025 , 07:34pm
I cannot receive texts on my number because the sim doesn’t work. What is an e-sim? How does that work and is it instant?

Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic