topic Re: Contract upgrade in Pay Monthly

Contract upgrade

MandyJ — Fri, 12 Mar 2021 00:23:25 GMT

Hello all. I have just placed an order online for a new phone and upgraded my contract. Trouble is it will come with a new number. How do I go about keeping my old number ? Do I call o2 and they transfer it or ????

Re: Contract upgrade

Bambino — Fri, 12 Mar 2021 03:46:08 GMT

@MandyJ If you've upgraded your contract it will all be done at source. You should be able to see your upgrade on your MyO2 page: O2 | Accounts | Sign in | View bills , balances and emails in your My O2 account

You can use the sim you already have. You will be sent a new 5G sim with your new phone. If you're in a 5G area that's up and running you can swap your old sim for the new one. The guide below tells you how to do that.

SIM Swap: a mini guide (incl eSim) - O2 Community

Other guides for you to look at are here:

Help with your sim | Help & Support | O2

How to keep your mobile number | Help & Support | O2

If there's anything you still don't understand, come back and ask again.

Re: Contract upgrade

gmarkj — Fri, 12 Mar 2021 09:38:43 GMT

Who did you upgrade with @MandyJ?
If o2, you should have used the upgrade option as @Bambino mentions.
If you used someone else, it might have gone through as a new contract - not a problem, you'll just have to call o2 once the phone and sim arrive to move your number across.
This will mean you are only paying for one contract and not two.

Re: Contract upgrade

MandyJ — Fri, 12 Mar 2021 21:30:08 GMT

I did do it through the o2 app but it looks like I have 2 contracts open I thought I had upgraded 😐 ... So I just ring o2 when I get my new phone tomorrow and say I want to keep my old number ? What information will I need do you know ?

Re: Contract upgrade

MandyJ — Fri, 12 Mar 2021 21:33:17 GMT

Re: Contract upgrade

Cleoriff — Fri, 12 Mar 2021 21:56:28 GMT

It appears you may have taken out a new contract instead of upgrading @MandyJ

You'll need to call O2.

Numbers here Guide: Coronavirus Community Help and Support

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

Re: Contract upgrade

MI5 — Fri, 12 Mar 2021 22:02:00 GMT

@MandyJ

Just ask O2 to migrate your old number to the new contract.

This will end your old contract immediately so you will only have to pay anything you owe on it.

If you're already out of contract, you'll just have your new one to pay for.