I, 02 Feb. 2025 , 02:52pm
Subject: Urgent Support Required: Number Blocked After Tariff Change  
  
Dear O2 Support,  
  
I recently changed my tariff, and since then, my number has been blocked. I assumed my OnePlus 9 5G supported eSIM, but it turns out it doesn't. I’d like to keep the new tariff but to keep my original SIM active in the phone.  
  
Currently, I can't make or receive calls or use the internet. I didn’t expect the tariff change to cause this issue. Could you please help unbar my phone and restore service as soon as possible?  
  
Thank you for your assistance.  
  
Kind regards,  
Daniaal

O2 Virtual Assistant, 02 Feb. 2025 , 02:52pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 02 Feb. 2025 , 02:52pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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I, 02 Feb. 2025 , 02:52pm
07756699969

O2 Virtual Assistant, 02 Feb. 2025 , 02:52pm
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I, 02 Feb. 2025 , 02:52pm
Technical Support 🔧

O2 Virtual Assistant, 02 Feb. 2025 , 02:52pm
[Rich Content]
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I, 02 Feb. 2025 , 02:52pm
See more

O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
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I, 02 Feb. 2025 , 02:53pm
SIM

O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
[Rich Content]
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I, 02 Feb. 2025 , 02:53pm
My SIM won't activate

O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
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I, 02 Feb. 2025 , 02:53pm
No

O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
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.
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O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
To swap your SIM, you'll need to sign in to your My O2 account.
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I, 02 Feb. 2025 , 02:53pm
Agent

O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
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O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
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I, 02 Feb. 2025 , 02:53pm
👎 No

O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
[Rich Content]
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I, 02 Feb. 2025 , 02:53pm
Speak to an Expert

O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 02 Feb. 2025 , 02:53pm
[Rich Content]
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I, 02 Feb. 2025 , 02:54pm
It’s about my Account

O2 Virtual Assistant, 02 Feb. 2025 , 02:54pm
Thanks! 🙏
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O2 Virtual Assistant, 02 Feb. 2025 , 02:54pm
Please can you confirm your full Name
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I, 02 Feb. 2025 , 02:54pm
I want to Upgrade

O2 Virtual Assistant, 02 Feb. 2025 , 02:54pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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I, 02 Feb. 2025 , 02:54pm
Yes

O2 Virtual Assistant, 02 Feb. 2025 , 02:54pm
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], 02 Feb. 2025 , 02:54pm
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.
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I, 02 Feb. 2025 , 02:56pm
Hi saif, I've upgraded my tariff but my SIM is inactive. I requested an e SIM but my phone isn't compatible. Please can this be reversed where I keep my original SIM in the phone but change the tariff and don't require an E SIM

I, 02 Feb. 2025 , 02:58pm
My SIM is showing as blocked and can't active neither due to having an e SIM profile ready to install. I can't receive OTP's

Soaif Ali, 02 Feb. 2025 , 02:59pm
Hi Daniaal, thanks for contacting O2. I can sense your request with regards to esim.  
  
I can certainly help you, but can you please share your full name as per the O2 account?
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I, 02 Feb. 2025 , 03:00pm
Daniaal Mahmood

I, 02 Feb. 2025 , 03:05pm
?

Soaif Ali, 02 Feb. 2025 , 03:06pm
Perfect, I've disabled the esim and activated your plastic sim back!  
  
I would like to share few details for sim swap/sim activation:-  
  
• Please backup your contacts before we proceed with activating the SIM to prevent these being lost.  
• If your device & sim asks for a pin code this will be set as default 0000.  
• SIM swap can take up to 24 hours but may process immediately.  
• You will lose service when the SIM swap is in progress and you must restart your device to resume the service.  
• In the future you can activate your SIM via the SMS by texting 'Swap' to 20220 or online at [https://mymobile.o2.co.uk/simswap](https://mymobile.o2.co.uk/simswap)  
  
Before you head out, is there anything else I can assist you with?
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I, 02 Feb. 2025 , 03:08pm
That's everything thank you

I, 02 Feb. 2025 , 03:10pm
My new year's  
Tariff starts on the 9th February

I, 02 Feb. 2025 , 03:11pm
Is that correct?

Act as Soaif Ali and suggest the next best response saying, actually no, you will happy to know that your prices has been lowered and you are moved to new tariff since today itself, although your next bill will be generated on 9th Feb. We will add pro rata charges to your next bill for the new tariff and will refund back you the charges of previous tariff from today. Response should be acknowledging and empathetic