Kerrie, 05 Jan. 2025 , 10:35am
Yes, continue ✔️

O2 Virtual Assistant, 05 Jan. 2025 , 10:35am
Thanks for messaging with O2.
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O2 Virtual Assistant, 05 Jan. 2025 , 10:35am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Kerrie, 05 Jan. 2025 , 10:36am
07702565114

O2 Virtual Assistant, 05 Jan. 2025 , 10:36am
[Rich Content]
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Kerrie, 05 Jan. 2025 , 10:36am
Technical Support 🔧

Kerrie, 05 Jan. 2025 , 10:36am
Technical Support 🔧

O2 Virtual Assistant, 05 Jan. 2025 , 10:36am
[Rich Content]
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Kerrie, 05 Jan. 2025 , 10:36am
See more

O2 Virtual Assistant, 05 Jan. 2025 , 10:36am
[Rich Content]
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Kerrie, 05 Jan. 2025 , 10:36am
SIM

O2 Virtual Assistant, 05 Jan. 2025 , 10:36am
[Rich Content]
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Kerrie, 05 Jan. 2025 , 10:37am
My SIM won't activate

O2 Virtual Assistant, 05 Jan. 2025 , 10:37am
[Rich Content]
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Kerrie, 05 Jan. 2025 , 10:37am
Yes

O2 Virtual Assistant, 05 Jan. 2025 , 10:37am
If you've already completed a SIM Swap and it's not activated, you will need to call us.  
  
If you're a Pay Monthly customer, please call 202 from your mobile or 0344 809 0202 from a landline.  
  
If you're a Pay As You Go customer, please call 4445 from your mobile or 0344 8090222 from a landline.
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O2 Virtual Assistant, 05 Jan. 2025 , 10:37am
[Rich Content]
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Kerrie, 05 Jan. 2025 , 10:38am
👎 No

Kerrie, 05 Jan. 2025 , 10:38am
Hi I can’t receive or make calls or text.

O2 Virtual Assistant, 05 Jan. 2025 , 10:38am
[Rich Content]
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Kerrie, 05 Jan. 2025 , 10:38am
Speak to an Expert

O2 Virtual Assistant, 05 Jan. 2025 , 10:38am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 05 Jan. 2025 , 10:38am
[Rich Content]
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Kerrie, 05 Jan. 2025 , 10:38am
It’s about my Account

O2 Virtual Assistant, 05 Jan. 2025 , 10:38am
Thanks! 🙏
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O2 Virtual Assistant, 05 Jan. 2025 , 10:38am
Please can you confirm your full Name
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Kerrie, 05 Jan. 2025 , 10:38am
Kerrie couzens

O2 Virtual Assistant, 05 Jan. 2025 , 10:38am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Kerrie, 05 Jan. 2025 , 10:39am
Yes

O2 Virtual Assistant, 05 Jan. 2025 , 10:39am
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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Info [Automated], 05 Jan. 2025 , 10:54am
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.
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Info [Automated], 05 Jan. 2025 , 11:08am
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, 05 Jan. 2025 , 11:08am
Hello Kerrie, good morning! Thank you for reaching out to O2. I apologize for the delay in getting back to you.  
  
I understand you need assistance with your O2 account. Could you please provide me with the details of your query? If you have several questions, feel free to list them all.
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Kerrie, 05 Jan. 2025 , 11:12am
I changed my phone on Friday but since then I can make or receive call or text messages. I spoke to someone by phone yesterday but she didn’t seem to know what was going on. She deactivated my sim and said an said something about an eSIM card. Can you give me an update please

Kerrie, 05 Jan. 2025 , 11:13am
That’s was meant to say I can’t receive anything

Soaif Ali, 05 Jan. 2025 , 11:19am
Thanks for the information. I see that your number is now active on the esim.  
I guess you are still using the plastic one.  
  
Do let me know if you want me to activate your number back to the plastic sim, or you will be using the esim.
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Kerrie, 05 Jan. 2025 , 11:20am
I got told to take the plastic sim out. happy to use the eSIM

Kerrie, 05 Jan. 2025 , 11:22am
I don’t have the SIM card in my phone anymore. I’ve been waiting for an update

Soaif Ali, 05 Jan. 2025 , 11:31am
I see. Actually your esim order is still in process. Just to confirm, you were about to receive an esim online, right?
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Kerrie, 05 Jan. 2025 , 11:34am
I have no idea. I thought by transferring everything from one phone to another it would just go across

Act as Soaif Ali and suggest the next best response saying, asking do you have a landline or any other number though which you can ring any one?. Response should be acknowledging and empathetic