topic Re: Upgrade - Sim Swap Problem in Pay Monthly

Upgrade - Sim Swap Problem

AJMacKay — Sun, 24 Nov 2019 15:56:12 GMT

Received my upgrade phone from Mobile Phones Direct yesterday. Followed the directions on the new sim rather than the instructions from MPD - which means that I did a sim-swap rather than waiting for the service to come on-line by itself. This appears to have swapped my current contract onto the new sim, which isn't what I wanted.

Contacted o2 via chat - who advised me that I need to get the mobile number for my new sim so that they can swap everything for me. Is this right? I gave them the Sim number, but still told that they need the mobile number.

Can anyone advise, or has anyone had a similar issue?

Thanks

Re: Upgrade - Sim Swap Problem

MI5 — Sun, 24 Nov 2019 16:11:04 GMT

@AJMacKay

Yeah, you've right messed that up

Yes, you will need the mobile number that MPD allocated to your new contract and I would advise that you call o2 cust service, rather than using chat, when you get it.

Re: Upgrade - Sim Swap Problem

AJMacKay — Sun, 24 Nov 2019 16:20:23 GMT

That's what I thought. Bu**er.

Thanks for the reply - and confirming that I am an idiot

Maybe one day I'll upgrade without any issues......

Andrew

Re: Upgrade - Sim Swap Problem

MI5 — Sun, 24 Nov 2019 16:58:04 GMT

We're always here to help mate

Don't worry. It's not the end of the world !

Re: Upgrade - Sim Swap Problem

AJMacKay — Sun, 24 Nov 2019 17:29:33 GMT

Thanks. Appreciate the reassurance!

Re: Upgrade - Sim Swap Problem

Marjo — Mon, 25 Nov 2019 18:01:06 GMT

Hey @AJMacKay , welcome to our community! Sorry to hear you were having an issue with your upgrade. I hope everything gets sorted with customer service in the end, but don't hesitate to come back to let us know how you're getting on, and in case you get stuck with anything.

Thanks for the advice @MI5 !

Re: Upgrade - Sim Swap Problem

AJMacKay — Tue, 26 Nov 2019 08:13:20 GMT

Bit of an update:

Got an email from MPD asking me to return my new phone. When I asked if there was any other way of sorting, they suggested asking O2 to reverse the sim swap. Called O2 and they did that almost immediately, so I now have my old phone working again (which is "a good thing").

MPD are supposedly trying to reconnect my new phone/sim, but the phone is telling me that the sim isn't provisioned, which I assume means that it's not being recognised as an active sim on the O2 network. Will MPD be able to sort this out, or is there anything I should do with O2 to help resolve this?

Thanks

Andrew

Re: Upgrade - Sim Swap Problem

MI5 — Tue, 26 Nov 2019 08:34:11 GMT

I would imagine that MPD will have to activate a new sim with their original contract number.

Re: Upgrade - Sim Swap Problem

AJMacKay — Tue, 26 Nov 2019 12:12:10 GMT

@MI5Thanks again for your replies. Much appreciated.

Re: Upgrade - Sim Swap Problem

AJMacKay — Thu, 28 Nov 2019 11:53:59 GMT

@MI5Since you've been so helpful.....

My upgrade appears to have gone through, i.e my account is showing the new allowances etc, but my new phone still isn't connected, and it's still showing the Sim not provisioned message. Suspect that reversing the sim-swap has probably disabled the SIM in my new phone.

MPD are now saying that I need to get a replacement SIM from O2, then (ironically) do a sim-swap. Will O2 just give me a new SIM? Or should MPD be giving me the new SIM? I want to avoid going back and forward with MPD (who have been pretty helpful tbh) and O2 (who have also been helpful), so any advice/experience that anyone here could offer would be gtratefully received.

Have to say that my experience on the O2 community has been pretty impressive!

Andrew

Re: Upgrade - Sim Swap Problem

MI5 — Thu, 28 Nov 2019 15:07:49 GMT

@AJMacKay

Yes, O2 can give you a new SIM.

Easiest way to ensure you get the correct account details on it would be to go in store and do it face to face.

Re: Upgrade - Sim Swap Problem

AJMacKay — Thu, 28 Nov 2019 15:47:19 GMT

@MI5okey dokey, matey skip - then it's a wee trip to my local O2 shop.

Thanks again. Much appreciated.

Andrew

Re: Upgrade - Sim Swap Problem

AJMacKay — Thu, 05 Dec 2019 12:31:45 GMT

So, went in to my local O2 shop - and was all sorted in less than 5 minutes.

Thanks to @MI5 for all the advice and to the staff in O2 Princes Street, Edinburgh for being extra efficient. Even got some snazzy O2 chocolate coins for my trouble.

Andrew

Re: Upgrade - Sim Swap Problem

MI5 — Thu, 05 Dec 2019 12:45:14 GMT

@AJMacKay

Nice one