Keeping number

[Don11]

I've upgraded recently  but been given a new sim with new number. I had a pac code  so thought my old number would transfer over 

[MI5]

@Don11 

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.

[Bambino]

@Don11 If you were already an O2 customer and you upgraded you didn't need a PAC. All you need to do is swap your old sim to the new one, or you can carry on using your old sim in your new phone if you're not in a 5G enabled area. 

SIM Swap: a mini guide (incl eSim) - O2 Community

[MI5]

@Don11 

If you had upgraded, the new sim sent to you would be blank and would not contain a new number.

You cannot sim swap to an already active sim so you may need to call to migrate your number to the new contract and cancel your old one, as it would appear you took a new contract rather than upgrading.

Guide: Migration & porting into O2  

Either way, customer services will be able to sort it for you.

[Martin-O2]

Hey @Don11 did you get the advice you needed or do you still have some questions on this one?