Shamina, 17 Feb. 2025 , 07:27pm
Agent

O2 Virtual Assistant, 17 Feb. 2025 , 07:27pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 17 Feb. 2025 , 07:27pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Shamina, 17 Feb. 2025 , 07:28pm
07856951509

O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
[Rich Content]
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Shamina, 17 Feb. 2025 , 07:28pm
Something Else ❔

O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
[Rich Content]
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Shamina, 17 Feb. 2025 , 07:28pm
Something Else ❔

O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
[Rich Content]
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Shamina, 17 Feb. 2025 , 07:28pm
Pay Monthly

O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
[Rich Content]
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Shamina, 17 Feb. 2025 , 07:28pm
It’s about my Account

O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
Thanks! 🙏
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O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
Please can you confirm your full Name
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Shamina, 17 Feb. 2025 , 07:28pm
Shamina Pervin

O2 Virtual Assistant, 17 Feb. 2025 , 07:28pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Shamina, 17 Feb. 2025 , 07:29pm
Yes

O2 Virtual Assistant, 17 Feb. 2025 , 07:29pm
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], 17 Feb. 2025 , 07:34pm
You are now connected to Angel, 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 Angel will be replying in a few minutes.
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Shamina, 17 Feb. 2025 , 07:35pm
I changed my number on Friday and was told my number will be activated within 24 hours. However if I send a sms, it gets delivered but I get a notification saying “message send failure” also my old number still work on iMessage and WhatsApp.

Shamina, 17 Feb. 2025 , 07:37pm
As it’s causing issues can I either go back to the old number or can this be fixed with the new number?

Angel, 17 Feb. 2025 , 07:41pm
Hi Shamina, Thanks for connecting with O2. I understand you are concerned about the number transfer. Rest assured, I'll surely help you.  
  
I see your request was placed successfully on 14/02/24 for number transfer. Please go into Settings >Phone > My Number to update your number for SMS/iMessage purposes.  
  
Please perform the above steps and it should work.
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Shamina, 17 Feb. 2025 , 07:44pm
I’m trying to save it but it won’t save

Shamina, 17 Feb. 2025 , 07:46pm
Everytime I press save. Nothing happens

Shamina, 17 Feb. 2025 , 07:58pm
Is there any other steps?

Shamina, 17 Feb. 2025 , 08:02pm
I tried saving the number. I pressed save but nothing happens. I go back and it’s still my old number

Shamina, 17 Feb. 2025 , 08:02pm
Can I just go back to my old number as it’s causing issues

Angel, 17 Feb. 2025 , 08:06pm
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.  
  
Perform Reset Network Settings for iPhone:-  
  
Go to Settings --> General --> Reset --> Reset Network Settings.  
  
  
  
Please Note:- This will cause the phone to reboot automatically and refresh the mobile services of the phone. This step will not cause you to lose any of your personal information such as Contacts, Videos and images, They'll still remain on the phone. However; as the phone will refresh the mobile services on the phone, including the Wi-Fi, you'll need to re-enter the Wi-Fi Password again, if you'd like to connect back to the desired Wi-Fi Network.  
  
Please check and let me know if this works ?
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Shamina, 17 Feb. 2025 , 08:07pm
Do I need to back up my phone before I reset?

Info [Automated], 17 Feb. 2025 , 08:07pm
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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Shamina, 17 Feb. 2025 , 08:07pm
As I haven’t backed my phone for a while

Shamina, 17 Feb. 2025 , 08:07pm
Do I need to back up my phone before I reset?

Shamina, 17 Feb. 2025 , 08:09pm
Also I switched off my phone several times. That hasn’t worked either

Soaif Ali, 17 Feb. 2025 , 08:24pm
Go to Settings > Your name (profile), Phone Numbers, Email > Contactable At.  
Choose Edit.  
Enter your chosen number, using +44 instead of the first 0.  
Tap Save.  
  
After this, Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.  
  
And finally restart your phone and you will be good to go.
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Shamina, 17 Feb. 2025 , 08:27pm
I’ve done the first one

Shamina, 17 Feb. 2025 , 08:27pm
But I will try to reset but do I need to back up my phone before reset network settings?

Shamina, 17 Feb. 2025 , 08:29pm
Also the first step won’t work for some reason it won’t save

Soaif Ali, 17 Feb. 2025 , 08:33pm
Actually your Wifi will be removed once you reset the network settings.  
  
So yes, you will need to add the network again.  
  
Also if the above steps didn't worked, the below should work 100%  
  
There are three parts to this:  
  
1. Switch FaceTime & iMessage off.  
2. Update Number.  
3. Switch FaceTime & iMessage back on.  
  
Keystrokes:  
Settings > Phone > FaceTime - Switch off.  
Settings > Messages > iMessage - Switch off.  
Settings > Phone> My Number – Update your new phone number.  
Settings > Phone > FaceTime - Switch On.  
Settings > Messages > iMessage - Switch On.
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Shamina, 17 Feb. 2025 , 08:37pm
Step 2 doesn’t work. If only I can send a screen recording

Shamina, 17 Feb. 2025 , 08:37pm
Sorry but this is getting frustrating. Can I go back to my old number

Shamina, 17 Feb. 2025 , 08:38pm
I’ve been speaking since 7:30 and nothing is working

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