Sim swap

[Anonymous]

I changed from PAYG to monthly. Wanted to keep my old number. Did a sim swap but my old number  hasn't transferred over and I think I swapped tge sim before it had completed. I have complete 2 forms keep my number and Spoken to 2 o2 staff. They said they would do the swap.  Still not happened. Does the old SIM card need to be in a phone to swap my number. I think I have broken the old sim. What do I need to do. Please help me. Thanks

[Cleoriff]

When did you do the swap? Have you turned the phone off and back on. It can take 24-48hrs to swap properly

Also have a look at this link to keep your number

http://www.o2.co.uk/help/phones-and-devices/how-to-keep-your-mobile-number

If nothing has happened by tomorrow ring CS http://www.o2.co.uk/contactus

[Anonymous]

Hi @Anonymous, Welcome to the community!

Follow @Cleoriff advice and let us know how you get on. As she righly points out It can take 24-48hrs to swap properly. Do let us know how you get on 

[MI5]

If you are doing it yourself you need the old sim working to receive the code required to progress with the form. After that, you don't need it again.
As it sounds all messed up now I guess only cs on 202 can sort this out for you.

[adamtemp64]

As @Cleoriff hints this is not just a sim swap but a keep my number .

As long as the process completes fully the number should change over and any credit etc moved to the  pay monthly account .

Yes you needed a new pay monthly sim first and o2 should sort it for you follow the contact details given already 

[Anonymous]

First one was 2 weeks ago. Last one was Tuesday. Does the old sim have to be on and working for the number to swap over. Thanks

[Anonymous]

2weeks ago.  Last try was Tuesday. Is it better to go into a shop and sort it.. Thanks for your help. X

[adamtemp64]

Can you be clear what exact process you have done.

I.E. have you just followed the swap my sim process or the keep my number process?

[Bambino]

If you've been having problems doing this on your own you should go in store if you can get to one easily enough. 

[jonsie]

You shouldn't be doing a SIM swap, it was a simple keep my number form. It sounds completely screwed up now I'm afraid. The old SIM doesn't need to be active so call customer service, don't use live chat.