No SIM card arrived after 3 weeks of activation

Hello and welcome to the community @Favas. 💙

It really shouldn't be the case that a SIM card has been ordered twice and none of them has arrived yet. Something must be amiss, don't you think?🤔

Currently, it may take a bit longer for the SIM cards to be shipped. I've read here that it can take up to 14 days.

However, even considering that, the first SIM card should have already reached you by now. Well, I sincerely hope that the second SIM card will be delivered to you soon.

Another question from me: When you were at the store and were offered a new SIM card, did you not take it with you?

Otherwise, I would have refunded the cost of this SIM card for you. 😊

Best regards.

Steffen

Hello Steffen,

Thank you for your warm welcome to the community. I appreciate your understanding of the situation.

I wanted to provide an update on my recent visit to the O2 store. Today, I went to the store once again to obtain the SIM card. However, I was informed that there is already an active SIM card on my account that needs to be canceled first. To do so, I had to call the hotline, which posed a challenge as I currently do not have a functioning SIM card. I had to return to my friend’s place to make the necessary call.

Upon calling the hotline, your service team canceled something, and I revisited the O2 store. I was then informed that I should wait for 6 hours after the cancellation of the SIM. This entire process became quite cumbersome, and I had to travel back and forth several times. Unfortunately, it was not a pleasant experience at the O2 store.

Fortunately, by the afternoon, the SIM card was finally in my postbox. Surprisingly, it was dated January 19th, making it the second SIM card I received. Despite eventually getting the SIM card, the extended delay left me without a phone number for three weeks. I must admit that my introduction to O2 has not been a smooth or pleasant experience.

I hope for improved service and smoother processes in the future. 
 

Regards,

Favas N

First of all, I am pleased to read that the SIM card has now arrived at your address through the postal service @Favas.

And I hope that everything is now running as desired.

I can only apologize for the process and the delay that occurred.

Therefore, I also hope that there will be no more complications for you in the future.

Best regards 💙

Steffen

Hello Steffen,

Thank you for your response and understanding.

However, I would like to bring to your attention that I have been charged for the period from 09.01.24 to 22.01.24 in the recent invoice. Unfortunately, I didn’t receive the SIM card during this period and only got it on January 25th. I kindly request a refund for the charges incurred during the period when I was unable to use the SIM card.

I hope that moving forward, there will be no more complications, and the services will run smoothly as desired.

Best regards,
Favas

Thank you for the brief feedback @Favas.💙

If you'd like, I can take a closer look at this for you in the system and, if necessary, create a “Ticket”.

Since you haven't registered a phone number here in the community yet, unfortunately, we don't have direct access to the data in the system.

Shall we switch to private messages so that we can exchange all the necessary information there?

And could you please let me know the exact date on which you received and activated your SIM card?

Thank you😊

Best regards

Hello Steffen,

Thank you for your response and willingness to assist. Here are the details you requested:

    1.    Full Name: ************
    2.    Date of SIM Card Receipt and Activation: January 25th, 2024
    3.    Mobile Number: ***********

Regards

Favas

Edit by o2_Steffen: Phone number and name removed 14.02.2024/10:08

@Favas please do not share personal information here in the community, as it is visible worldwide.

You will soon receive a private message from our o2support account, where we can exchange all the necessary details.

Talk to you soon, kind regards. 👋😊

Steffen