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Level 1: Joiner
Posts: 2
Registered: ‎26-09-2020
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New upgrade/keeping old number query

Hi there, I upgraded my Samsung Galaxy S9 to the S20 5G yesterday (25/9). I asked support if I had to do anything in order to keep my old number and was informed that all I had to do was wait up to 24hrs and the number would be moved to my new phone. It has now been over 24hrs and nothing has happened. Can anyone confirm this process for me?

I have not inserted a new sim into the S20 as I was told that was not necessary, however earlier today the phone prompted me to sim swap using an esim? This has left me confused as I feel I'm being told to do nothing but also to do something in order to use my old number. Can anyone help regarding this? Thank you.
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Posts: 106,328
Topics: 557
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Registered: ‎04-04-2012

Re: New upgrade/keeping old number query

@RossC 

Your contract is upgraded to your old sim so you can use that, but if that has turned off O2 may have started a sim swap to the new sim, so try it in your new phone.

Either way, if you want to use the 5g sim, you can start a sim swap from your old one Guide: Sim Swap: a mini guide 2017 update 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
Posts: 2
Registered: ‎26-09-2020

Re: New upgrade/keeping old number query

Thank you so much MI5. I have just successfully completed a sim swap to the new 5g sim. Support on the app has been poor on this process, if I had just been told what you have advised I would have saved myself 24hrs. Much appreciated, thanks again.
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Posts: 106,328
Topics: 557
Solutions: 14,027
Registered: ‎04-04-2012

Re: New upgrade/keeping old number query

You're welcome.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)