Sim Swap

[troi-1997]

Hey, my beloved phone has given up the ghost (the screen stopped working) and I've ordered a new one - not from O2. I'll need a smaller SIM card for it and I'm trying to do a swap, but every time I put my SIM's serial number into the O2 website it tells me there was a problem, and to call O2 if it persists. But I can't do that, because my phone doesn't work. Any other way of dealing with this?

[MI5]

@troi-1997 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to 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 someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

Unless you can convert your sim ?

[MI5 · Accepted solution]

Just to add, there are details of how to call via Skype on your PC in the link above if needed.

[troi-1997]

Hi, thanks for this. I'll call them through Skype. Lifesaver!

[MI5]

You're welcome