O2 sim card payg gone wrong, awful support

olb81

Hi nearly a week ago my payg sim card stopped working, message "sim card not provisioned" and "emergency calls only"
In sim manager my number no longer shows.
I got another o2 sim card for £1 which worked after topping it up.
Called o2 Monday and suggested having my number moved to the new sim card, took 20 mins on phone and was told it's all good just wait 24 hours and restart phone.
Nothing changed.
Called again Wednesday all the same procedure, told it would work after 24 hours. Nothing again.
Called Friday was told I need a blank sim card from the o2 shop, did this the same day and Called again saturday submitting yet another request.
Now its 24 hours and I still haven't got my number back. 
Am I being fobbed off or are they just useless?
It sounds like the call centre is somewhere in Asia.
Obviously without my main number I can't get messages or voicemails and also can't log in to websites that need to send me a verification text.

flaneurs_lobster

So much for SIM swap fraud being hard.

a. Have you checked that your number hasn't been swapped to another SIM and requests being made of your bank and email to change your passwords? 

b. What checks have O2 made to ensure that you are the rightful user of your number? 

olb81

No requests via emails 
They went through security every time I call
Do you think they want everyone on contracts 
It's like they don't care about payg customers 

oldernonethewiser

olb81 said:

No requests via emails 
They went through security every time I call
Do you think they want everyone on contracts  
It's like they don't care about payg customers 

Nope

You can go through their complaints procedure here

muffinhead

I was in a similar predicament to you with the call centre staff being useless. I got the problem resolved by messaging O2's Twitter/X team who got everything sorted in 24 hours. I also asked them to credit my account as a goodwill gesture which they did.