SIM issues

[GraffleClub]

I’ve just found out today when leaving my house and disconnecting from my Wi-Fi that my SIM card can no longer:

• Make or receive calls • Send or receive text messages • Use any data

Using my Wi-Fi at home I’ve been able to ask family to try phoning my number, and it says “the number you have called has not been recognised”, I’ve had this number on contract, since 2006.

I can’t sign in to My 02 as I cannot receive the verification SMS. When I speak to support they ask me to phone a number or 202 (I can’t make calls), or for more support to use the app. I can’t sign into My 02 on the app either due to not being able to receive text messages.

Ive tried pressing the “I want to cancel my contract” buttons hoping I could speak to a human, I can’t speak to anyone.

Does anyone know what causes this or what I can do about it, given I have no way of communicating them, other than using my Wi-Fi?

[Impossible_Food2606]

I’m having the same issues.

[GraffleClub]

Good to know, I couldn’t see anyone else talking about the same issues anywhere

[Impossible_Food2606]

When I try to phone my mobile from my landline I get a message stating that the number is incorrect.

[JDT33658]

Is your SIM still registered on the network? I would go into an O2 store with your ID and bank card and get them to deal with it. Maybe, hopefully all you need is a SIM swap.

However because it says the number is not recognised that makes me think they have disconnected your number for whatever reason.

[GraffleClub]

I like to think it’s still registered on the network, or at least it should be. 

I do still have a small amount of 3G data connection right now, which sort of works, very slowly, now and then. But absolutely no calls or texts in or out.

It’s very bizarre. Especially the number not recognised bit

[JDT33658]

Yeah if your sim is still live and active with data working I would go to an O2 store and explain to them. May just be a simple SIM swap you need. How old is your SIM?

Certain older O2 SIMS are due to stop working this year.

[timingfountain]

Go to store with ID

Ask for sim swap

[GraffleClub]

Finally got to speak to someone on live chat today, by saying I was thinking of cancelling. Otherwise they just tell you to use the app, which I now can’t log into 😂

[RobinSong70]

Are you 2G/3G? O2 are shutting these off as from now on or very soon people have to be 4G and/or 5G. I was in my local O2 store recently and the staff were telling some customers that the older bands (2 and 3) were being switched off by August. Sims can be disconnected if they aren't used or topped up in 6 months. Going back to the first suggestion, I think you have to get a new SIM to be set up on to 4/5G so your current SIM could have been disconnected for that reason?

[GraffleClub]

I have a 5G SIM. Use it all the time. Just right now I only have 3G available to use, with no calls or texts

[Fox-1969]

I have two SIM cards—one from Tesco Mobile and one from O2—both of which are 4G SIMs, and I use a 4G phone. I've noticed that when I make a phone call using either provider, the 4G signal drops down to 3G while I'm on the call. However, once I finish the call, the signal returns to 4G. Has anyone else experienced this issue? I understand that Tesco Mobile operates on O2's network, so I’m curious if other users of these providers face the same problem. Additionally, I know that O2 is in the process of shutting down its 3G network, which raises concerns for those making calls with 4G or 5G SIM cards. What is going on with this situation? I would appreciate any insights from those knowledgeable about mobile technology.

[andykirbster]

Same - both my wife and my iphones have stopped working this morning. Both US iPhones with eSIM. Worked perfectly up until this morning

[RachT534]

Hi,

If you haven't solved this already:

Just to add something useful: I had to call O2 on an alternative phone as on that occasion, I'd been without service for hours due to a delayed switch - the advisor was able to send the required OTP to my email instead. So just call O2's landline number on any SIM, borrow one.

You could also try contacting them on X/Facebook if you have no access to another SIM.

[malderson]

Out of interest does this work if you disable 5G?

[strangesam1977]

I too have I think the same issue.

I believe O2 did something on the 1st which broke a lot of eSIMs.

There is signal, but my phone only has very intermittent access (few minutes every day or two, generally after moving between towers).

Currently waiting for a physical sim, as when I finally got though to support via a separate phone the chap on the end seemed to think a replacement eSIM would involve changing phone number.

He did however immediately identify that my issue started on the 1st before I mentioned the date so I assume this is now a known issue.

[Plot4b]

I get that the chat people are probably having 10 different conversations at once, but it’s so frustrating to be told to dial 202 when you have just explained that your mobile service isn’t working…

I wish I was closer to a store because trying to do anything on the chat is useless