Mobile Data 5g from iPhone XR to 14

[LCS13]

Hey, 

I've just upgraded from an iPhone XR to iPhone 14 - selected to click and collect as not currently staying at my billing address. They have sent the 5g sim card to my billing address... When I asked why they said it was just back up and not needed but on setting up the new phone I have no mobile data service. I presume this is because I need this new 5g sim card? Can anyone advise?

[MI5]

@LCS13 

You will need to new sim as they now switch off the old sim and activate the new ones immediately.

Can you get someone there to send it on to you?

[LCS13]

Thanks for your reply @MI5 . I just don't understand why I've not been given that information - twice! By two different staff members when I specifically asked. 

I was told the new sim won't be activated unless I decide to. Is this not the case? Can I go into a store to get another sim?

[MI5]

@LCS13 

You should be able to but take photo ID with you such as drivers license and passport.

[jonsie]

It's the new way O2 have decided to mess peoples' lives up...deactivate the old sim as soon as a new one is ordered.

I'm not sure getting one from instore will work out for you

You don't have the old sim active to do a sim swap so customer service will have to migrate your original number to a new sim which will be a blank sim from the store

Customer service will still have to be contacted for further progress of your problem

Nice work O2!

[gmarkj]

Another instance of the old sim being disconnected by customer services, and then giving out confusing advice.

I think this needs to be raised urgently with o2 @Martin-O2 @RafaC @Breanna for two reasons - the issue of fraud (getting the current sim disconnected before the new one arrives) and then the differing answers as to why and that this was NOT going to happen - and then it did!