topic Re: Sim swap to keep number in Pay Monthly

Sim swap to keep number

gmarkj — Tue, 15 Mar 2016 08:33:48 GMT

So I've recently taken the plunge and got a new phone, but as I got it through a 3rd party (way cheaper than directly through o2) it came with a new sim and new number.

Not a problem - I'd already checked with o2 CS (phone, not live chat) and they said to call up to swap it all over once I'd got it.

Just called - current wait is over 30 minutes. Maybe not then...

So tried the swap my sim on line. Enter old phone number, text code and new sim card number only to get an error message - We are already doing a sim swap for your phone number.

Odd, I've not asked to do one already.

Has anyone seen this before and any suggestions? Should I wait or keep trying CS?

Re: Sim swap to keep number

Bambino — Tue, 15 Mar 2016 08:52:53 GMT

That does sound a little strange @gmarkj. Did you just get a new phone, or did you take out a new contract as well? If it was the latter, did you get the new phone online? Did you give the company you purchased the phone from your current number?

Re: Sim swap to keep number

gmarkj — Tue, 15 Mar 2016 08:55:11 GMT

It was a whole new deal through a 3rd party @Bambino.

I think so, but not sure - and thought as well that this could only be done by CS after it arrived (as they needed both new number and new sim number).

Happy to be corrected if wrong - just wanted some help!!

Re: Sim swap to keep number

Cleoriff — Tue, 15 Mar 2016 08:58:51 GMT

If you are just trying to keep your number have a look at this. It will give you the info for various scenarios

http://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

You may have to contact CS though

Re: Sim swap to keep number

gmarkj — Tue, 15 Mar 2016 09:02:07 GMT

Thanks @Cleoriff, I've looked at that page but not found my scenario (pay monthly to pay monthly).

Keep trying live chat (yes, I know) but they must be busy as the page dies (pop-up opens but nothing loads).

Guess phoning CS is the only way forward. Hope the hold music is something I like now...

Re: Sim swap to keep number

Bambino — Tue, 15 Mar 2016 09:05:50 GMT

@gmarkj wrote:
It was a whole new deal through a 3rd party @Bambino.

I think so, but not sure - and thought as well that this could only be done by CS after it arrived (as they needed both new number and new sim number).

Happy to be corrected if wrong - just wanted some help!!

They would definitely need the details from the new sim that you've been given. Is it possible that the company you've taken the new contract out with initiated the swap?

I would suggest that you keep trying CS to get a clarification of what's happening, or if you have easy access and have the time to go to an O2 store, they may be able to do the swap for you there. I would call first, though, as there have been discussions on the forum recently about what you can and cannot do if you go in store.

Re: Sim swap to keep number

gmarkj — Tue, 15 Mar 2016 09:19:35 GMT

@Bambino - not sure. Possibly but didn't think they could swap the number as I was staying with o2...

Well, the 30 minutes either went past really quickly or it just didn't take that long.
Spoke to a helpful chap (not sure on name) who managed to fill out the form on his side to request it and he said it had been put through ok.
Just got to wait and see now...

Re: Sim swap to keep number

Cleoriff — Tue, 15 Mar 2016 09:30:15 GMT

Having checked all the links I am getting the same answer....pay monthly to pay monthly...ring customer services. It may require the sim swap ...

Re: Sim swap to keep number

Cleoriff — Tue, 15 Mar 2016 09:24:39 GMT

Just seen your latest post (I do type slowly) I was about to say ringing now would be the best time...but you have done it already...

Re: Sim swap to keep number

Bambino — Tue, 15 Mar 2016 09:29:20 GMT

That's good news then @gmarkj. If CS were able fill in the form completely and implement it without getting the error message you were receiving, then the swap should go through. It can take up to 24 hours, but it's usually much quicker than that. Whenever I've done it, it's been activated within the first hour. Give it a little time, then switch your phone off and on again, and keep doing that until the swap takes place. Give it some time between tries. Otherwise you'll get frustrated. Please come back and let us know if you've had any success. Good luck.

Re: Sim swap to keep number

gmarkj — Tue, 15 Mar 2016 09:29:01 GMT

Tried the sim swap as a first point but when I got the error message I was stumped, so tried CS but given the reported waiting time I came here.
Luckily it seems the waiting time was a little less (or maybe I just got through to a different team?) so hopefully all sorted now...

Re: Sim swap to keep number

Bambino — Tue, 15 Mar 2016 09:31:48 GMT

Getting through to CS is always a lottery. Waiting times and good CS agents alike. Hopefully the one you spoke to was on the ball. Hope it's been sorted for you.

Re: Sim swap to keep number

MI5 — Tue, 15 Mar 2016 09:55:24 GMT

Did you buy new phone as an upgrade?

Re: Sim swap to keep number

Bambino — Tue, 15 Mar 2016 11:04:21 GMT

OP said it was a new phone from a third party seller, so not an upgrade.

Re: Sim swap to keep number

MI5 — Tue, 15 Mar 2016 11:11:07 GMT

It could still be an upgrade though and would explain why the sim swap was already in progress.

Re: Sim swap to keep number

Bambino — Tue, 15 Mar 2016 11:23:28 GMT

I don't really understand how that can be. I thought if you took out a contract from a third party seller it was a new fixed 24 month one, and O2 don't do them in house any more. I'm happy to be educated, though. Aside from that, the OP said he never initiated the swap and only saw that it was in progress when he went online.

Re: Sim swap to keep number

MI5 — Tue, 15 Mar 2016 11:28:10 GMT

Yes, I can go into CPW and say I want to upgrade my O2 contract and they will happily do it for me.
I don't have to upgrade with O2 if I can get a deal elsewhere, but I will not get refresh, as you say.
If CPW did do the upgrade they would have initiated the sim swap, hence why it said that online.

Re: Sim swap to keep number

Bambino — Tue, 15 Mar 2016 11:35:01 GMT

Ah, okay. I did ask if the third party possibly initiated it in a post on the first page but the OP said they weren't sure. The name of the third party seller had not been mentioned.

Re: Sim swap to keep number

MI5 — Tue, 15 Mar 2016 11:38:36 GMT

I just used CPW as an example.

IF it was an upgrade they would have initiated the sim swap automatically or else it wouldn't be an upgrade.

Re: Sim swap to keep number

Bambino — Tue, 15 Mar 2016 11:41:37 GMT

Okay. Would all third party sellers do that as a matter of course if you asked for an upgrade? Perhaps @gmarkj can return to the thread and clarify?