phone through e2save, contract with o2 - help

karensh

my 69 year old mum has bought a new iphone from e2save, on an 02 contract. The contract they set her up on wasn't the one she'd paid for, and they've set up a new contract and ported her phone number and now her phone/sim won't work. 02 have made their money off her via their premium rate help lines and have got nowhere. the carphone warehouse shop wont help. sim card form other phone works, her sim in another phone does not. she can receive emails, but no phone calls or texts. No-one seems to want to help. Any ideas? she's been on the phone for hours, into the shops 4 times and we can't seem to get anywhere. 02 are adamant that her account is ok but i don't see how it can be. the stress is making her ill.

sorry to rant, but I'm at my wits end how to help her.

Buzby

Not even a single piece of info provided to allow a useful reply. Dates? How long ago? CW shops are not relevant it was an E2S sale. How/why did she get to buy from this online retailer?

grumbler

Buzby wrote: »

CW shops are not relevant it was an E2S sale.

"e2save is a trading division of The Carphone Warehouse limited"
They aren't ever a daughter company.

How... did she get to buy from this online retailer?

Online or over a phone? What's wrong with shopping from home?

grumbler

karensh wrote: »

... the carphone warehouse shop wont help... .

Go to O2 shop then.

JJ_Egan

How hard is it to ask for new sim card .

karensh

She bought the phone on 5th nov. She has has had a New sim and that still doesn't work. She has been to the O2 shop and CPW

grumbler

If the handset works with other sims then O2 must sort this out.
No more info is required.

karensh

Thanks grumbler - off to both shops tomorrow, again, so we'll see what happens

Silk

karensh wrote: »

02 have made their money off her via their premium rate help lines and have got nowhere.

What numbers have you been ringing as far as I know they don't have any premium rate numbers and theres lots of free phone numbers.

Did the sim/phone work before the number was ported ?

karensh

I imagine she's been using the numbers advertised. I did mention the advice from money saving about the numbers to use to get round this but when she tried it , there as no answer and then a recorded message giving the cost number.

She didn't try the phone before the number was ported, as they had put it on the wrong contract. They blocked the first contract, making the phone unusable and then did a new contract and ported her number .

Silk

karensh wrote: »

I imagine she's been using the numbers advertised. I did mention the advice from money saving about the numbers to use to get round this but when she tried it , there as no answer and then a recorded message giving the cost number.

She didn't try the phone before the number was ported, as they had put it on the wrong contract. They blocked the first contract, making the phone unusable and then did a new contract and ported her number .

As far as I'm aware the number is 0844 809 0202 which is a local rate 5p min one ....if you go to Saynoto0870 theres lots of free phone numbers

It sounds like the problem is with the porting side of things ..... I doubt that they would block the phone but rather block the sim so would be asking if they should have been sending out a new sim for the new contract ???