5G SIM

[kochak]

Hello, a new 5g sim card has been sent for my note 20 ultra 5G phone I just bought. I changed the serial number as SWAP. My old line was closed, but my new 5G line was not active even after 3 hours. And now my old line is closed, I ask for your help.

[Bambino]

@kochak Did you follow this guide? SIM Swap: a mini guide (incl eSim) - O2 Community

You'll have to call customer service. Numbers available and how to use Skype to call are in this link: Guide: Coronavirus Community Help and Support 

[Cleoriff]

@kochak 

You needed to follow the info in this guide Guide: Sim Swap: a mini guide 2017 update 

doing the swap starting from your old sim.

Keep rebooting your phone.

If that doesnt work  you need to contact O2. All numbers in this guide Guide: Coronavirus Community Help and Support 

USE SKYPE IF YOU HAVE NO WORKING PHONE.

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for 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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call