Emily, 06 Jan. 2025 , 11:42am
Hi, I need signal

Emily, 06 Jan. 2025 , 11:42am
This is ridiculous

O2 Virtual Assistant, 06 Jan. 2025 , 11:42am
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 06 Jan. 2025 , 11:42am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Emily, 06 Jan. 2025 , 11:42am
07961656042

O2 Virtual Assistant, 06 Jan. 2025 , 11:43am
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 06 Jan. 2025 , 11:43am
[Rich Content]
[Read]

Emily, 06 Jan. 2025 , 11:43am
It’s about my Account

O2 Virtual Assistant, 06 Jan. 2025 , 11:43am
Thanks! 🙏
[Read]

O2 Virtual Assistant, 06 Jan. 2025 , 11:43am
Please can you confirm your full Name
[Read]

Emily, 06 Jan. 2025 , 11:43am
Emily Munz

O2 Virtual Assistant, 06 Jan. 2025 , 11:43am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Read]

Emily, 06 Jan. 2025 , 11:43am
Yes

O2 Virtual Assistant, 06 Jan. 2025 , 11:43am
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.
[Read]

Emily, 06 Jan. 2025 , 11:48am
It has now been over 24 hours since I transferred to eSIM, so 24 hours with no signal which is appalling

Emily, 06 Jan. 2025 , 11:49am
How much longer will this take to activate

Info [Automated], 06 Jan. 2025 , 11:58am
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
[Read]

Emily, 06 Jan. 2025 , 12:11pm
I have been extremely patient but this is now ridiculous

Info [Automated], 06 Jan. 2025 , 12:13pm
We just wanted to let you know you're almost there! Hang tight, an agent 👩‍💻 will be replying to you in a flash ⚡
[Read]

Info [Automated], 06 Jan. 2025 , 12:17pm
You are now connected to Sunny, 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 Sunny will be replying in a few minutes.
[Sent]

Emily, 06 Jan. 2025 , 12:23pm
Hi, please can you advise on how much longer I will be without signal

Emily, 06 Jan. 2025 , 12:25pm
I have just tried to activate the sim online and it is saying blocked, what on earth does that mean

Sunny, 06 Jan. 2025 , 12:25pm
Hi Emily. Thanks for connecting with O2. Sorry for the wait connecting to us. I can  
see that you are concerned about the account, Be assured I will certainly help you.  
  
As I have checked your account I can see that the E-sim is active on the account, however can you please restart your device and check if you are able to use the services as everything is fine on the account.  
  
I would request you to please restart your device and check if that works.
[Read]

Emily, 06 Jan. 2025 , 12:26pm
I have restarted my device 3 times today

Emily, 06 Jan. 2025 , 12:26pm
Online I can see it says blocked

Emily, 06 Jan. 2025 , 12:26pm
What does that mean

Sunny, 06 Jan. 2025 , 12:26pm
If you want I can reactivate the old physical sim for you? Can you please confirm the sim serial number of the physical sim card so that I can try activating it for you and make sure you are able to use the services.
[Read]

Emily, 06 Jan. 2025 , 12:27pm
I do not want my old sim reactivated

Emily, 06 Jan. 2025 , 12:28pm
I don’t understand why the eSIM is not working

Emily, 06 Jan. 2025 , 12:28pm
I followed all instructions I was sent by o2

Emily, 06 Jan. 2025 , 12:28pm
If I delete the esim from my phone can I reinstall it?

Emily, 06 Jan. 2025 , 12:30pm
There is no number even attached to my eSIM

Emily, 06 Jan. 2025 , 12:30pm
What on earth is going on?

Emily, 06 Jan. 2025 , 12:30pm
This is ridiculous

Emily, 06 Jan. 2025 , 12:30pm
When I go online to install my sim it says my sim is blocked

Emily, 06 Jan. 2025 , 12:30pm
Can you unblock it

Sunny, 06 Jan. 2025 , 12:31pm
As you are unable to use E-sim and you not able to use the services I would request you to please have a word with our team on 202 as they will send you the QR code for the E-sim and get it activated for you.  
  
Also I can confirm that the E-sim is unblock and active on the account so you should be able to use the services.  
  
Just contact our team on 202 and they will issue a new E-sim for you on call.
[Read]

Emily, 06 Jan. 2025 , 12:32pm
Okay so I have no signal so how on earth am I meant to call them

Emily, 06 Jan. 2025 , 12:32pm
Can you send me the QR code

Emily, 06 Jan. 2025 , 12:32pm
The eSIM is blocked I can see it online

Emily, 06 Jan. 2025 , 12:32pm
Can you pass me onto a manager please

Emily, 06 Jan. 2025 , 12:36pm
Can you arrange for the QR code to be sent to me as soon as possible, over 24 hours without service is just completely unacceptable

Sunny, 06 Jan. 2025 , 12:36pm
I am sorry but I can send you a new E-sim pack, however it will take 3 working days for the same.  
  
Also you can call them from an alternate number or alternate as I can see E-sim is active on the account for the number ending in 042. I would request you to please have a word with our team on 202 as they will send you the QR code for the E-sim and get it activated for you.  
  
Also even if I transfer this chat to my manager the resolution would be the same.  
  
You can also visit the nearest O2 store as they will help you with the replacement E-sim and activate it for you then and there itself.  
  
While visiting the store, please carry your photo ID proofs (Passport/Driving license) for verification. If you need to find the store’s details in the future – you can always use our store finder: [https://www.o2.co.uk/storelocator](https://www.o2.co.uk/storelocator)  
  
I hope you understand.
[Read]

Emily, 06 Jan. 2025 , 12:36pm
I don’t think you quite understand

Emily, 06 Jan. 2025 , 12:36pm
I have NO signal

Emily, 06 Jan. 2025 , 12:36pm
How am I meant to call o2

Emily, 06 Jan. 2025 , 12:37pm
I do not have another phone

Emily, 06 Jan. 2025 , 12:39pm
I would like to be transferred to a manager

Emily, 06 Jan. 2025 , 12:39pm
I am absolutely furious

Emily, 06 Jan. 2025 , 12:40pm
I cannot call o2 because I have no service

Emily, 06 Jan. 2025 , 12:41pm
I need a QR code from the 202 team now

Emily, 06 Jan. 2025 , 12:41pm
I have been so patient and the lack of help is ridiculous

Emily, 06 Jan. 2025 , 12:42pm
Surely you can get the 202 team to send me a new QR code

Sunny, 06 Jan. 2025 , 12:43pm
I am really sorry you feel this way, however I can confirm that even if I transfer you to my manager the resolution would be the same. Also you would need to contact the store or our team on 202 so that you can get the replacement E-sim.  
  
Or if you want I can reactivate the physical sim for you so that you can use the services and then once you are able to use the services you can contact our team on 202 and get the E-sim activated. I hope this helps, please let me know shall I proceed with the same?
[Read]

Emily, 06 Jan. 2025 , 12:44pm
How log will it take to reactivate the physical sim

Sunny, 06 Jan. 2025 , 12:44pm
I would place the request now, however it take 24 hours or happen much sooner but not more then 24 hours so please confirm the same?
[Read]

Emily, 06 Jan. 2025 , 12:46pm
Do not reactive the physical sim

Sunny, 06 Jan. 2025 , 12:56pm
I am really sorry but you can also visit the nearest O2 store as they will help you with the replacement E-sim and activate it for you then and there itself.  
  
While visiting the store, please carry your photo ID proofs (Passport/Driving license) for verification. If you need to find the store’s details in the future – you can always use our store finder: [https://www.o2.co.uk/storelocator](https://www.o2.co.uk/storelocator)  
  
I hope you understand.
[Read]

Sunny, 06 Jan. 2025 , 01:02pm
Hi Emily, I hope I’m not disturbing you, wanted to check if we are still connected?
[Sent]

O2, 06 Jan. 2025 , 01:09pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
[Read]

O2, 06 Jan. 2025 , 01:09pm
[Rich Content]
[Read]

Emily, 06 Jan. 2025 , 01:39pm
Yes, continue ✔️

O2, 06 Jan. 2025 , 01:39pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Emily, 06 Jan. 2025 , 01:39pm
Hi, I have been on the phone for over an hour with no resolve

Emily, 06 Jan. 2025 , 01:39pm
Please can you reactivate my physical sim and have my contract on that

Emily, 06 Jan. 2025 , 01:39pm
Because this is ridiculous

Info [Automated], 06 Jan. 2025 , 01:52pm
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]

Emily, 06 Jan. 2025 , 01:56pm
Hi, please can you reactivate my old SIM card and move my contract to my old sim card

Emily, 06 Jan. 2025 , 01:56pm
Thank you

Soaif Ali, 06 Jan. 2025 , 02:02pm
Hi Emily, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I am sorry but I am unable to re activate your old sim back due to an error.  
  
Would you settle with an esim, or you want a plastic sim only?
[Read]

Emily, 06 Jan. 2025 , 02:02pm
I was offered to have my old sim card reactivated less than 2 hours ago, what has changed since then

Emily, 06 Jan. 2025 , 02:03pm
I have been trying to set up my eSIM for 2 days and for some reason it does not work so I have had no signal for 2 days

Emily, 06 Jan. 2025 , 02:03pm
So I would like the sim that is in my phone to be reactivated

Emily, 06 Jan. 2025 , 02:04pm
It is showing as blocked online so would like it unblocking

Soaif Ali, 06 Jan. 2025 , 02:10pm
The best option for you right now is to get a replacement sim instantly from your nearest O2 store.  
  
We have a store at Halifax. I've in fact got the full address and opening times for you.  
23 Woolshops  
Halifax  
HX1 1RU  
West Yorkshire  
  
Opening times  
Today 9:00 AM-5:30 PM  
Tomorrow 9:00 AM-5:30 PM  
Wednesday 9:00 AM-5:30 PM  
Thursday 9:00 AM-5:30 PM  
Friday 9:00 AM-5:30 PM  
Saturday 9:00 AM-5:30 PM  
Sunday 11:00 AM-4:00 PM  
  
Let me know if there is anything else I may assist you with?
[Read]

Emily, 06 Jan. 2025 , 02:10pm
I cannot go to a store, we are snowed in

Emily, 06 Jan. 2025 , 02:10pm
I need this sorting today, I have been without signal for over 36 hours

Emily, 06 Jan. 2025 , 02:11pm
This is beyond unacceptable, I have been trying to sort this since this morning, spent an hour on the phone and nobody can fix the problem

Emily, 06 Jan. 2025 , 02:11pm
I need my original sim reinstating

Soaif Ali, 06 Jan. 2025 , 02:11pm
Emily, are you able to make call from any other of your number?  
Or do you have a landline at your place?  
  
I am thinking of fixing the issues in real time.
[Read]

Emily, 06 Jan. 2025 , 02:12pm
I have been on the phone for over an hour earlier today and it was not resolved

Emily, 06 Jan. 2025 , 02:12pm
So I need to speak to a manager or somebody who can fix this for me now

Emily, 06 Jan. 2025 , 02:12pm
An £8 credit to my account is a slap in the face when I pay over £70 a month to o2

Act as Soaif Ali and suggest the next best response saying, you can get a new esim setup on your phone within a few minutes if you can ring our voice team, just let them know that you have called for sim replacement. Response should be acknowledging and empathetic