Sarah, 15 Feb. 2025 , 06:46pm
Can I get an update on ticket dated CIT A143913

O2 Virtual Assistant, 15 Feb. 2025 , 06:46pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 15 Feb. 2025 , 06:46pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Sarah, 15 Feb. 2025 , 06:46pm
07756713601

O2 Virtual Assistant, 15 Feb. 2025 , 06:46pm
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Sarah, 15 Feb. 2025 , 06:47pm
Something Else ❔

O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
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Sarah, 15 Feb. 2025 , 06:47pm
SIM Support ⚙

O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
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Sarah, 15 Feb. 2025 , 06:47pm
My SIM won't activate

O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
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Sarah, 15 Feb. 2025 , 06:47pm
Yes

O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
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, 15 Feb. 2025 , 06:47pm
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Sarah, 15 Feb. 2025 , 06:47pm
👎 No

O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
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Sarah, 15 Feb. 2025 , 06:47pm
Speak to an Expert

O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
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Sarah, 15 Feb. 2025 , 06:47pm
It’s about my Account

O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
Thanks! 🙏
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O2 Virtual Assistant, 15 Feb. 2025 , 06:47pm
Please can you confirm your full Name
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Sarah, 15 Feb. 2025 , 06:48pm
Sarah Baxter

O2 Virtual Assistant, 15 Feb. 2025 , 06:48pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Sarah, 15 Feb. 2025 , 06:48pm
Yes

O2 Virtual Assistant, 15 Feb. 2025 , 06:48pm
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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Sarah, 15 Feb. 2025 , 06:50pm
Can I get an update on ticket dated CIT A143913. I have been without mobile signal for over 3 weeks. This has been an ongoing issue since December when I finally had a resolution in store in mid January. I then only had one week of signal. Now people are ringing me and saying my number is not recognised. But still received WhatsApp etc over WiFi. This needs sorting or I need to find out how to leave my contract.

Sarah, 15 Feb. 2025 , 06:50pm
I have tried to ensure my sim is activated as well but it says the sim in my phone cannot be activated.

Info [Automated], 15 Feb. 2025 , 06:52pm
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.
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Soaif Ali, 15 Feb. 2025 , 07:00pm
Good evening, Sarah! Thank you for getting in touch with O2.  
  
So sorry to hear about the ongoing issues you've been experiencing with your mobile signal. I completely understand how frustrating it must be, especially after thinking it was resolved.  
  
Let me quickly check the latest update on the ticket.  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.  
  
We will stay connected, Just do not click on (X).
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Sarah, 15 Feb. 2025 , 07:00pm
Ok

Soaif Ali, 15 Feb. 2025 , 07:04pm
Thanks for waiting.  
  
I can certainly help you, but can you share you correct phone number, as I am unable to pull up any account with the above number?
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Sarah, 15 Feb. 2025 , 07:05pm
07756813601

Sarah, 15 Feb. 2025 , 07:05pm
Sorry. I typed incorrectly before.

Act as Soaif Ali and suggest the next best response saying, no worries with the typo, as a chat advisor I can understand that. Talking about the update I see that the team is still working on your case, I am sorry to know that you are facing network issues, I would request you to please wait until you hear from the our team before the next week end. Response should be acknowledging and empathetic