topic New phone, sim isn't working in Pay Monthly

New phone, sim isn't working

Mauralou — Tue, 28 Apr 2020 06:50:22 GMT

I upgraded my daughter's phone which arrived yesterday, it's an iphone 7. She is on a pay monthly contract and when we loaded the new sim it doesn't work. According to my account it has updated her monthly allowance but not her new number. Do we have to wait a few days for it to update or should it work as soon as we put the sim in? I've never had this problem before! Thanks, Maura.

Re: New phone, sim isn't working

Cleoriff — Tue, 28 Apr 2020 07:02:53 GMT

@Mauralou

It should work as soon as it's put into the phone. So I suggest you remove the sim, reinsert and turn the phone on and off.

You may need to activate it though, if so follow the info here

https://www.o2.co.uk/help/phones-sims-and-devices/activating-your-sim

If still having problems, call O2

NB, if her old sim still works, then use that.

Re: New phone, sim isn't working

MI5 — Tue, 28 Apr 2020 07:26:29 GMT

@Mauralou

If it was an upgrade you just carry on using the old SIM card.

Re: New phone, sim isn't working

Mauralou — Tue, 28 Apr 2020 07:39:34 GMT

We requested a new one. She didn't mind changing her number.

Re: New phone, sim isn't working

MI5 — Tue, 28 Apr 2020 07:40:41 GMT

@Mauralou

You'll need to call customer service then

Re: New phone, sim isn't working

Mauralou — Tue, 28 Apr 2020 07:42:25 GMT

Thank you, we tried yesterday and ended up getting cut off! I'm sure we'll get it sorted eventually, everything else is working perfectly.

Re: New phone, sim isn't working

Cleoriff — Tue, 28 Apr 2020 07:44:33 GMT

@Mauralou

Choose ANY number in the link I provide, press ANY option even if it's not relevant to your query and someone will answer.

Best of luck.

Re: New phone, sim isn't working

Mauralou — Tue, 28 Apr 2020 07:45:28 GMT

Thank you!

Re: New phone, sim isn't working

MI5 — Tue, 28 Apr 2020 07:59:12 GMT

Good luck 😉

Re: New phone, sim isn't working

Mauralou — Tue, 28 Apr 2020 08:19:56 GMT

All sorted now, even though I requested a new sim, it's working on her old one! Thanks for the advice everyone, I now have a happy teenager! 🙂

Re: New phone, sim isn't working

Cleoriff — Tue, 28 Apr 2020 08:23:58 GMT

Good news @Mauralou

Re: New phone, sim isn't working

MI5 — Tue, 28 Apr 2020 08:47:24 GMT

Nice and easy then 👍