Margaret, 02 Jan. 2025 , 02:51pm
Hello. I have not been able to send or receive calls or texts on my number 07933360633 since mid November and I have paid my bill

O2 Virtual Assistant, 02 Jan. 2025 , 02:51pm
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 02 Jan. 2025 , 02:51pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Margaret, 02 Jan. 2025 , 02:51pm
07933360633

O2 Virtual Assistant, 02 Jan. 2025 , 02:51pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:51pm
Something Else ❔

O2 Virtual Assistant, 02 Jan. 2025 , 02:51pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:52pm
SIM Support ⚙

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:52pm
None of the above

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
Sorry, we need you to select one of the below options.
[Read]

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:52pm
My sim is not working

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
Sorry, we need you to select one of the below options.
[Read]

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:52pm
No

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
Sorry, we need you to select one of the below options.
[Read]

Margaret, 02 Jan. 2025 , 02:52pm
Agent please

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:52pm
My SIM won't activate

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:52pm
No

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
Before swapping, you’ll need to check that your SIM is the correct type.  
  
Our Pay Monthly SIMs are set up differently to Pay As You Go ones and they’re not interchangeable, so you’ll only be able to swap on to a SIM that matches your account type.
[Read]

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
To swap your SIM, you'll need to sign in to your My O2 account.
[Read]

O2 Virtual Assistant, 02 Jan. 2025 , 02:52pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:52pm
Help

O2 Virtual Assistant, 02 Jan. 2025 , 02:53pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:53pm
👎 No

O2 Virtual Assistant, 02 Jan. 2025 , 02:53pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:53pm
Speak to an Expert

O2 Virtual Assistant, 02 Jan. 2025 , 02:53pm
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 02 Jan. 2025 , 02:53pm
[Rich Content]
[Read]

Margaret, 02 Jan. 2025 , 02:53pm
It’s about my Account

O2 Virtual Assistant, 02 Jan. 2025 , 02:53pm
Thanks! 🙏
[Read]

O2 Virtual Assistant, 02 Jan. 2025 , 02:53pm
Please can you confirm your full Name
[Read]

Margaret, 02 Jan. 2025 , 02:53pm
Margaret Burke

O2 Virtual Assistant, 02 Jan. 2025 , 02:53pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Read]

Margaret, 02 Jan. 2025 , 02:53pm
Yes

O2 Virtual Assistant, 02 Jan. 2025 , 02:53pm
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]

Margaret, 02 Jan. 2025 , 02:54pm
I have not been able to send or receive calls or texts from my number 07933360633 since mid November despite paying my bill

Info [Automated], 02 Jan. 2025 , 03:08pm
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]

Margaret, 02 Jan. 2025 , 03:12pm
I still require assistance

Info [Automated], 02 Jan. 2025 , 03:15pm
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, 02 Jan. 2025 , 03:17pm
Hi Margaret, good morning. Thanks for contacting O2.  
Sorry to know that you are facing network issues since last month.  
  
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:  
Touch Settings. Scroll to and touch General management. Touch Reset. Touch Reset network settings.  
  
After this please restart your phone for more than a couple of times and you will be good to go!
[Read]

Margaret, 02 Jan. 2025 , 03:19pm
Have completed all that even cleared cash,if anyone calls my phone it goes to voicemail

Margaret, 02 Jan. 2025 , 03:19pm
Cache

Margaret, 02 Jan. 2025 , 03:20pm
No texts either

Margaret, 02 Jan. 2025 , 03:27pm
Non of the above has restored txt or phone calls

Soaif Ali, 02 Jan. 2025 , 03:29pm
Thanks for trying. Looks like a nearby phone mast isn’t working as it should, sorry.  
Our engineers will be on the case already, and your service might come and go until we fix it.  
  
I would like to let you know that we're doing this for you and once this issues is resolved, you'll definitely experience a better network coverage. Our Network team has scheduled some maintenance work that is being carried out in this specific area, due to which you are unable to connect to the network. This means your service might come and go until we fix it.  
  
Our Network modernization program to improve the network has reached this area. It does mean that you may experience intermittent service on your mobile device while our engineers 'do their thing'. We’re sorry about that, but we’ll do our best to minimize any impact to your signal.
[Read]

Margaret, 02 Jan. 2025 , 03:30pm
My husband is on the same network and his phone is working without issue

Soaif Ali, 02 Jan. 2025 , 03:36pm
If that's the case. Either your sim has gone bad or your phone.  
  
As you are using an esim, you won't be able to try the sim card in another phone.  
  
I would suggest you to please walk in to the nearest store and ask for a plastic sim card, try it in your phone first to check if the esim was faulty if not worked try in another phone to check if your phone has some problem.  
  
This way, both our doubts will be cleared within one action itself.
[Read]

Margaret, 02 Jan. 2025 , 03:41pm
Sorry but I am unable to go to store due to mobility issues

Margaret, 02 Jan. 2025 , 03:42pm
So that is not an option

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