Eliza, 12 Feb. 2025 , 06:51pm
I was asked to wait till the end of today for my esim. It's hadn't arrived today. So it's a 2nd esim that hasn't reached me yet. I need an answer urgently as to why this is happening

O2 Virtual Assistant, 12 Feb. 2025 , 06:51pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 12 Feb. 2025 , 06:51pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Eliza, 12 Feb. 2025 , 06:51pm
07564018682

O2 Virtual Assistant, 12 Feb. 2025 , 06:51pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:52pm
Buying & Upgrading 🛒

O2 Virtual Assistant, 12 Feb. 2025 , 06:52pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:52pm
Yes

O2 Virtual Assistant, 12 Feb. 2025 , 06:52pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:52pm
My order hasn't arrived

O2 Virtual Assistant, 12 Feb. 2025 , 06:52pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:52pm
Existing customer

O2 Virtual Assistant, 12 Feb. 2025 , 06:52pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:52pm
Something Else ❔

O2 Virtual Assistant, 12 Feb. 2025 , 06:52pm
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 12 Feb. 2025 , 06:52pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:52pm
Device

O2 Virtual Assistant, 12 Feb. 2025 , 06:52pm
If you're expecting a replacement or a new device, you’ll be able to track your order in My O2, once you’ve had an email saying it’s been dispatched.
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O2 Virtual Assistant, 12 Feb. 2025 , 06:52pm
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O2 Virtual Assistant, 12 Feb. 2025 , 06:53pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:53pm
👎 No

O2 Virtual Assistant, 12 Feb. 2025 , 06:53pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:53pm
Speak to an Expert

O2 Virtual Assistant, 12 Feb. 2025 , 06:53pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 12 Feb. 2025 , 06:53pm
[Rich Content]
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Eliza, 12 Feb. 2025 , 06:53pm
It’s about my Account

O2 Virtual Assistant, 12 Feb. 2025 , 06:53pm
Thanks! 🙏
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O2 Virtual Assistant, 12 Feb. 2025 , 06:53pm
Please can you confirm your full Name
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Eliza, 12 Feb. 2025 , 06:53pm
Eliza studzinska

O2 Virtual Assistant, 12 Feb. 2025 , 06:53pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Eliza, 12 Feb. 2025 , 06:53pm
Yes

O2 Virtual Assistant, 12 Feb. 2025 , 06:53pm
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.
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Info [Automated], 12 Feb. 2025 , 07:00pm
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, 12 Feb. 2025 , 07:01pm
Hi Eliza, and good evening! I appreciate you contacting O2. My apologies for the wait.  
  
1. I can send you an esim via post which will deliver at your registered billing address within 1-3 working days "however the services on your current sim may get blocked" because the esim will be pre-activated which you just need to scan and install it.  
  
2. You can call us on 202 and our team will send you esim QR code on your registered email address which you can scan and install it on your phone.  
  
3. You can visit any of the nearest o2 store to get one right away and the team in store will help you install the esim.  
  
I am sorry on this platform due to security reason of customer's account we do not have access to emails.  
Let me know which option would you prefer?
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Eliza, 12 Feb. 2025 , 07:04pm
You have already sent to esims and none of them got to me. I've been waiting for over a week now. So not the first option. So I prefer 2nd option but I want to know why my previous esims never arrived? I need to know what's going on and if this can be escalated as Noone seems to care whatsoever

Eliza, 12 Feb. 2025 , 07:05pm
I've been with o2 for around 15 years and I'm so so so annoyed

Act as Soaif Ali and suggest the next best response don't mention anything with regards to escalation. Response should be acknowledging and empathetic