topic Re: Sim swap in Pay As You Go

Sim swap

LauraM — Sat, 18 Apr 2020 09:36:48 GMT

Hi - I got a new hand set and needed a new nano sim for it. I was told to phone back to swap phone number when it arrived but now you cant get through and was advised to chance number via 2202 text service. So I put new sim into new phone and text swap from the new sim and entered the serial number from my old sim (number i want to keep). Firstly have I done this the right way around? Secondly I did this at 5pm last night (friday) both phones stopped working shortly after but it is now 10am Saturday morning and they are still not working - both have no service and pay as you go helpline closed until monday. Can anyone advise??? Thank you

Re: Sim swap

Cleoriff — Sat, 18 Apr 2020 09:45:22 GMT

@LauraM

The swap should have been done from your old sim

https://community.o2.co.uk/t5/How-to-Guides/SIM-Swap-a-mini-guide/ba-p/1060675

You will need to contact O2 . Numbers in this guide

Re: Sim swap

LauraM — Sat, 18 Apr 2020 10:19:51 GMT

Oh no 😞 thank you yes old sim working again but has the wrong number. Is it possible to fix it so things are the right way around if I contact o2? Closed until Monday.

Re: Sim swap

Cleoriff — Sat, 18 Apr 2020 10:21:44 GMT

I think a call to O2 is needed. Just use the old sim for now despite it having the wrong number.

Re: Sim swap

LauraM — Sat, 18 Apr 2020 10:25:58 GMT

Thank you yes will do but just worried that it wont be possible to get my old number back?

Re: Sim swap

Cleoriff — Sat, 18 Apr 2020 10:27:57 GMT

@LauraM wrote:
Thank you yes will do but just worried that it wont be possible to get my old number back?

Only O2 can recover the number for you @LauraM

Re: Sim swap

LauraM — Sat, 18 Apr 2020 10:30:45 GMT

Thank you I will phone them on monday - just was panicking incase they wouldn't be able to do that and old number lost forever.

Re: Sim swap

LauraM — Sat, 18 Apr 2020 11:16:22 GMT

@Cleoriff can o2 definitely recover old number? Sorry 2 bother you!

Re: Sim swap

Cleoriff — Sat, 18 Apr 2020 11:18:02 GMT

As long as it is done quickly. If left for any length of time, then no.

You had the number until yesterday so I see no reason why not @LauraM

Re: Sim swap

jonsie — Sat, 18 Apr 2020 11:18:57 GMT

The number could be lost now so customer service is your only hope @LauraM

Re: Sim swap

LauraM — Sat, 18 Apr 2020 11:24:29 GMT

They are closed until Monday - do you think that is too long???

Re: Sim swap

jonsie — Sat, 18 Apr 2020 11:27:50 GMT

Monday will be fine as nothing will happen over the weekend. Call 8am.

Re: Sim swap

LauraM — Sat, 18 Apr 2020 11:32:42 GMT

Thank you! Xx

Re: Sim swap

LauraM — Tue, 21 Apr 2020 18:26:13 GMT

Hi guys - thought was sorted but number change hasnt gone through. Spoke to really helpful lady on monday called michelle but called back today and wasnt able to speak to her. Got someone else but they werent very helpful. Do you know if there anyway of getting to speak to a particular person again?????

Re: Sim swap

jonsie — Tue, 21 Apr 2020 19:31:58 GMT

No they won't be able to connect you to the same adviser. You take pot luck on even getting through @LauraM