topic Re: Upgrade help in Pay Monthly

Upgrade help

Missyp — Thu, 29 Jul 2021 20:28:35 GMT

I have upgraded a line which was delivered today. I've only just got round to setting it up as it's a gift for my son tomorrow but it is saying the SIM card is disconnected from the service. I don't know what to do?! Have tried to call but closed and pointed me to live chat which you just cannot find to do!

Re: Upgrade help

MI5 — Thu, 29 Jul 2021 20:33:52 GMT

@Missyp

For an upgrade you can just use the old sim card or if you need to use the new one, do a sim swap from the old sim to activate the new one

Re: Upgrade help

Missyp — Thu, 29 Jul 2021 20:35:35 GMT

I unfortunately have no idea where the other sim is so was relying on the new one 😞 My son's birthday tomorrow and it's his first phone so was hoping to have it all up and running tonight

Re: Upgrade help

MI5 — Thu, 29 Jul 2021 20:58:45 GMT

@Missyp

You'll need to call customer service first thing.
Numbers here
When it comes to 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 someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

Re: Upgrade help

Missyp — Thu, 29 Jul 2021 20:59:34 GMT

Fantastic thanks so much!

Re: Upgrade help

MI5 — Thu, 29 Jul 2021 22:09:30 GMT

You're welcome