topic Re: Sim swap not completed in Pay Monthly

Sim swap not completed

MandyL — Sat, 23 Jan 2021 10:55:57 GMT

My new phone and SIM card arrived yesterday. I did the SIM swap, received the code to my old phone etc. My old SIM was deactivated immediately but my new SIM still isn’t working and it’s been more than 24 hours now. I’ve switched the new phone on and off several times but still nothing. Can someone look into this for me please?

Re: Sim swap not completed

Cleoriff — Sat, 23 Jan 2021 11:24:01 GMT

@MandyL

We can't help on here as this is a community forum. Probably the wrong time to do a swap just before the weekend. The only advice we can give is to carry on doing what you are doing, ie rebooting the phone.

Re: Sim swap not completed

MI5 — Sat, 23 Jan 2021 11:31:14 GMT

@MandyL

SIM swaps should be immediate and are not day dependent so I'll ask

@O2Georgina to help.

Re: Sim swap not completed

O2Georgina — Sat, 23 Jan 2021 11:33:45 GMT

@MI5 @ Thanks for the tag, We do always advise up to 24 hours for a sim swap, However @MandyL I will sent you a private message so we can lookin to this for you.

Re: Sim swap not completed

MI5 — Sat, 23 Jan 2021 11:35:35 GMT

Thanks

Re: Sim swap not completed

MandyL — Sat, 23 Jan 2021 12:15:04 GMT

Thank you all. I have replied to your message Georgina

Re: Sim swap not completed

MandyL — Sat, 23 Jan 2021 14:05:35 GMT

It seems like the sim swap has completed ok as the new sim works fine in my old iphone7 but it's still not working in the new iphone12. It just says 'no service'. Does anyone know if there is a fix for this or do I need to return the phone for a replacement

Re: Sim swap not completed

MandyL — Sat, 23 Jan 2021 15:16:54 GMT

Just to update this thread with (hopefully) the solution. Georgina has found that there is a bar on the new iphone12 handset which shouldn't be there, she has asked for this to be lifted which should happen in the next 24 hours.

Re: Sim swap not completed

Cleoriff — Sat, 23 Jan 2021 18:01:00 GMT

That's strange there's a bar on the phone @MandyL. Still I hope all is sorted in 24 hrs.

Re: Sim swap not completed

MI5 — Sat, 23 Jan 2021 18:29:56 GMT

This has happened before.
I guess it's for security reasons but would be nice for O2 to let you know.....

Re: Sim swap not completed

MandyL — Sat, 23 Jan 2021 18:37:18 GMT

I assume it must have been security measure and yes, it would have been really useful if I’d known that this could be an issue when using a new SIM in a new phone when I received them yesterday but I’m really happy to say that this has been resolved and everything is working as it should now 😁

Re: Sim swap not completed

MI5 — Sat, 23 Jan 2021 18:39:12 GMT

Good news @MandyL

Re: Sim swap not completed

Cleoriff — Sat, 23 Jan 2021 18:39:23 GMT

Excellent news @MandyL