topic Re: O2 SIM Swap in Tech Support

O2 SIM Swap

Harli — Thu, 16 May 2024 18:36:24 GMT

Last weekend my husband tried to upgrade his phone. They only had one of the brand/colour he wanted and they couldn’t sell that to him as it was in someone’s online basket. So they ordered him the phone and it arrived today with a new 5G sim. He was told to send SWAP to 60220 but he’s tried that four times and the text fails to send every time. We couldn’t work out how to swap the sim via My O2 so he’s going to the store on Saturday to ask them to swap it. He doesn’t drive and his passport has expired. Will they swap the sim using an expired passport as ID or can they verify his identity some other way? Thanks

Re: O2 SIM Swap

MI5 — Thu, 16 May 2024 18:39:15 GMT

@Harli

You need to send the first text from the old sim

Re: O2 SIM Swap

Harli — Thu, 16 May 2024 19:58:56 GMT

He was using the old sim to send the message.

Thanks

Re: O2 SIM Swap

MI5 — Thu, 16 May 2024 20:14:20 GMT

@Harli

No reason why it shouldn't send. Does the old sim work in the new phone as that can be used if so.

The place in his MyO2 is as shown below.

and valid photo ID will be required if going in store.

Re: O2 SIM Swap

Harli — Thu, 16 May 2024 21:01:15 GMT

We haven’t put the new sim in the new phone yet. I tried sending the message myself from his old phone (just incase it was user error) but it wouldn’t work for me either. No idea why it’s not sending as he can send other messages OK. Thanks for the screenshot, I now see where the sim section is.

Re: O2 SIM Swap

MI5 — Thu, 16 May 2024 21:04:24 GMT

I guess it's possible that the new sim has been activated already.

Worth trying it in the new phone at least?

Good luck @Harli

Re: O2 SIM Swap

Harli — Fri, 17 May 2024 19:31:11 GMT

All sorted and thanks for all your help. It was actually easier than I thought. The sim swapped instantly and the new phone was set up and working really quickly. Phew

Re: O2 SIM Swap

MI5 — Fri, 17 May 2024 20:33:08 GMT

Good news @Harli