Two phones One Number

[Frustrated99999]

I upgraded my phone and now I have a NEW iphone with an eSIM card and an old phone with s physical SIM. Both work I can make calls and receive msgs.  This was jot intended. I only wanted to UPGRADE the phone. But o2 is useless. What can i do so o2 understands that they need to cancel the old contract (contract finished centuries ago). I am so frustrated. Service us terrible.

[madasaf1sh]

@Frustrated99999 

You need to contact o2 and cancel the old contract and just use the new contract and number, all the details can be found here Guide: Cancelling Your Contract   

[MI5]

@Frustrated99999 

To keep your original number you need to migrate it from the old contract to the new one.

Guide: Migration & porting into O2 This will automatically cancel the old contract.

If you cancel beforehand, you may lose your old number.

[Frustrated99999]

I don’t have a contract, just an airtime monthly airtime package for 10gb of data, unlimited txt/calls.

I called them and they don’t understand why the physical SIM card on the old phone is still active. They can see both sims (physical and esim) are active but there is nothing they can do. I told them I don’t want two airtime packages but they don’t understand.

I will wait 8 days to see if the cut off date of 21/Oct does anything. Maybe I got a few more days in the old phone?

I believe the “intelligent” system thinks both sims are in the new phone or that I bought a 2nd phone (with same number but 1 physical sim and one esim).
My concern is that I will be disconnected from the new one and start the whole process again.

o2 simply doesn’t understand. 

[Frustrated99999]

I am trying to reply.

I called them and they don’t understand why the SIM card is still active. And have not given me a solution.

They ASSURE me nothing is wrong.

I think I will remove the SIM card of the old phone and see what happens.

[Enlli]

Are you saying both phones now have the same number not different ones? Technically that can't happen. I have a plastic SIM but MyO2 insists I have an eSIM as well. Caused no end of problems last year.

What does MyO2 show when you log in.l?

[MI5]

@Frustrated99999 

The issue is, for whatever reason, you have not upgraded, but have taken another, new contract.

This can happen if you don't do it directly with O2 or if the wrong selection is made during the process.

My advice above stands.

[Frustrated99999]

I have done it with 02 calling 202.

what I don’t understand is why o2 doesn’t understand that i got two airtime packages and cannot sort it over the phone.

if I do this online i risk being disconnected from the new one.

i will call every day until i find someone who understands it.

[Frustrated99999]

Yes and it can happen if you have a physical and an esim cards in two different phones but same number. 100% sure

i can dial and I read about it on the web