Blocked by O2 after changing tariffs to E-sim

DIVEANGEL

I tried to change four tariffs on my account almost four weeks ago. I opted for the E-SIM because apparently all our phones were compatible. O2 then blocked the numbers and they are apparently still 'in processing'
Initially we were locked out of everything, so had to buy a PAYG just to get into our account. We have one number back, but three are still blocked.
We spent all day on Facebook Messenger, we have called most nights, we have emailed, added to the O2 community, contacted Resolver and we have received no useful response from O2.
I have been lied to, told it's my fault and assured it'll get sorted immediately, within 24hrs, 48hrs, 3-5 days, 7-10 days and still we are no further forward. I've requested our PAC codes, but they have not been forthcoming to the one line that works, as we were promised. We've had to restart our landline, and buy extra PAYG sims just to find out where our kids are. We are struggling to buy anything online that needs an OTP, because they're all linked to the phone number I've had for 20 years. We can not just cancel under the 14 day cancellation window, because it's still 'in processing'.
I am absolutely exasperated by this now. I have cancelled my DDs in protest, but will no doubt have to pay because it'll go against my credit score. We can't go to the Ombudsman within 8 weeks of the problem. Does anyone have any other ideas that might help in getting me heard?

la531983

Have you been into one of the shops?

DIVEANGEL

I called the local shop which is 20 miles away. I explained the problem and he said it would probably be a wasted journey as they're only retail stores, rather than contract troubleshooting. He said there is nothing he can do with unblocking my SIM but could give me another one to try, by which time I'd already bought 🙄

PHK

To help with this, please can you explain the first two lines. 

Changing tariff doesn’t involve getting new SIMs? 

DIVEANGEL

The MyO2 website asked if I wanted to receive eSIM or a plastic one. I opted for E-Sim

TheSpectator

Still not 100% clear what you have done, did you take out a new sim only deal or?

In short, unless it was an upgrade/renewal on O2 you can't port from O2 to O2, ie if you had a sim only deal you cant take out another O2 sim only deal and port the number over.

DIVEANGEL

It was a SIM only deal, But whatever it is I've done, I'm now on my 5th week without my mobile network and no one will help me. My husband can make calls on his number, but can't send or receive messages. And I'm being passed from pillar to post and told it's 'still in processing' or the 'network will be back up in my area by 6pm' (that's another favourite excuse from staff working to a script)

TheSpectator

Well if you want help here we need to know exactly what you signed up for. Worst case scenario is that your 'old' numbers are lost.

PHK

It's difficult to know what to advise as it's not clear what you've done. The first two sentences of the OP needed to be expanded upon. 

Money_Grabber13579

It sounds like they have signed up for a new sim only deal but as a new customer rather than going down the upgrade route. Hence, they have been offered new sims/e-sims and are now either having problems getting their numbers back or connecting to the network at all.  I’ve no idea why it’s all worked out this way though because I’m just taken out 2 new sim only deals through uswitch to replace existing o2 contracts and it was all very straightforward - prompted me to sign into my o2 account, selected the upgrade option and then didn’t need to do anything with sims or e-sims as I just used what I already had.

PHK

You could be right, it does sound a little like setting up new accounts and then trying to migrate the numbers across.