topic Re: Help please. New sim isn’t yet activated and old one has been deactivated in Tech Support

Help please. New sim isn’t yet activated and old one has been deactivated

Sparkle167 — Fri, 13 Aug 2021 06:23:24 GMT

I got my upgrade yesterday and new sim. I went through the sim swap process and the old sim is now deactivated but new one has yet to activate so I am completely unable to contact anyone now please help

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Cleoriff — Fri, 13 Aug 2021 06:53:43 GMT

@Sparkle167 Keep rebooting your phone (turn it off and back on) Do this a few times.

That should do the trick.

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Sparkle167 — Fri, 13 Aug 2021 06:57:09 GMT

Thank you. I’m keep trying that as sim swapped last night but no luck yet 😪

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Cleoriff — Fri, 13 Aug 2021 07:05:04 GMT

Oh @Sparkle167 I'm going to tag one of our account advisors to see if they can help. @O2Lisa are you able to help @Sparkle167 please?

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Sparkle167 — Fri, 13 Aug 2021 07:13:13 GMT

@Cleoriff @Thank you. I called customer service and sadly I have to wait till 18.09pm tonight which is 24 hours since the sim swap. The old one can’t be reinstated so unfortunately I have no call or messaging access till then. thanks for your help , I’ll keep restarting on the off chance it happens a bit earlier

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Cleoriff — Fri, 13 Aug 2021 07:21:17 GMT

@Sparkle167 You shouldn't have to wait that long at all! @O2Lisa should be on soon.

Re: Help please. New sim isn’t yet activated and old one has been deactivated

O2Lisa — Fri, 13 Aug 2021 08:31:59 GMT

Morning all, happy Friday 😁

Thanks for the tag @Cleoriff.

@Sparkle167 We do always have to advise up to 24 hours but I'll message you privately and have a look at your account for you😊

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Sparkle167 — Fri, 13 Aug 2021 10:15:29 GMT

@O2Lisa @Thank you

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Hcun94 — Fri, 03 Dec 2021 19:34:00 GMT

Hi @O2Lisa I’m also having problems with sim swap, we rang yesterday at 4.30pm and my sim is still not activated could you please advise what I need to do thanks

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Cleoriff — Fri, 03 Dec 2021 19:44:02 GMT

@Hcun94I'm afraid @O2Lisa is off now for the weekend. I'll ask @O2Emma if she can help.

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Hcun94 — Fri, 03 Dec 2021 19:46:44 GMT

Ash ok that’s great thank you

Re: Help please. New sim isn’t yet activated and old one has been deactivated

O2Emma — Fri, 03 Dec 2021 20:20:10 GMT

Hi @Cleoriff I will look into it thanks.

Re: Help please. New sim isn’t yet activated and old one has been deactivated

O2Emma — Fri, 03 Dec 2021 20:20:57 GMT

Hi @Hcun94 I will send you a private message so can take a look for you .

Re: Help please. New sim isn’t yet activated and old one has been deactivated

Cleoriff — Fri, 03 Dec 2021 20:22:44 GMT

Thanks @O2Emma 👍