number change

[Anonymous]

Slightly worried after reading a few comments, thought I was just being unlucky. I have been a pay as you go customer for a couple of months and decieded to go on a monthly tarriff, went into o2 shop in Stratford upon Avon to get this sorted. I couldnt get it up and running as I did not have my bank account number on me, so I said to the staff I would do it on line later. I was told the 15% off was not availble online, and had to be done in the shop. I said I had seen it on the website, but was told I must have been mistaken. I didnt argue, and left. So Wednesday afternoon went online and got the said discounted tariff, not quite sure why the staff would be misleading? I filled out the keep my number form on Wednesday, and waited. Filled it out again on friday, sill waiting. Not sure witch sim card i'm meant to put in, so I have been trying both. I know I am a bit thick, but it's not clear. All of my family are on O2, otherwise I would have gone somewhere else, after this nonsense. 😞

[MI5]

Do you have the new sim card yet?

[jonsie]

Check in My O2. No need to fill in any form. They should send you a new sim card for monthly contract.

[Anonymous]

Sorry, I dont want to appear rude. Did you not read, I have tried both sim cards. Thanks

[MI5]

I did but I didn't understand.
I do not wish to appear rude either but I need more info to help you.
The keep my number form is quite clear on what info you have to put in so I'm not sure where the confusion is or what sim cards you actually have?
http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,Ts=Webforms,T=PreToPost

[jonsie]

Without wishing to be rude you may need to call customer service.

[Anonymous]

Without wishing to be rude, is there a sim swap that needs to be done

[Anonymous]

Ok thanks for you concern, looks like I will have to make a trip to an O2 shop. I've read it several times and it makes sense to me. I signed up for a monthly tariiff, when I was emailed my new number I filled out a swap my number form. It has not happened. My new sim card arrived, so I tried that, it showed the new number. So once again I filled out the swap my number form. It still has not happened. It does not make clear anywhere what sim card I'm meant to use, keep my old one in phone and it will change automatically, or use the new one and that number will change back? Thank you. 

[jonsie]

You need to use the new sim card. Send a text SWAP to 20220 from the old sim card.

[MI5]

You should be using the new sim. The old sim will turn off once the transfer is complete.
The form asks for details of old and new sim in separate sections so make sure these details are correct. Or call CS on 202 from the new sim. No other way to do it.