Why have you got a new sim @CH12345 ?
If you have recently upgraded, you can either use the old sim or do a sim swap - Guide: Sim Swap: a mini guide 2017 update .
If you reported your old sim as lost and had a replacement sent out, you will need to contact customer services to ask them to remove the bars on your account.
You can message them on social media if that works for you - Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or you can try calling on 202 / 0344 809 0202.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
