on 24-04-2020 13:47
Hi, I commenced a sim swap on Tuesday but my existing sim hasn't lost signal yet. I originally put the delay down to the current corona situation but it's Friday now and it's still now swapped.
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on 24-04-2020 14:16
You could try again, or call customer services to chase if not.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
on 24-04-2020 14:43
I would put the request through again or call CS
Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
Other numbers to try
0800 977 7337
0800 587 4005
25-04-2020 21:28 - edited 25-04-2020 21:28
Not sure if it makes a difference (and it's only anecdotal and perhaps luck of the draw) but I used SMS text to do the SIM swaps (send 'SWAP' to 20220 then follow instructions) start of this week for two swaps (mine + wife's) and it took under a minute for each to get deactivated and lose signal and be ready to pop in the replacement SIM.
(I hadn't read the link posted above aout SIM swaps & COVID-19, and since O2 sent me new 5G SIMs on renewing our SIM only plans I just went ahead and did it.)
on 26-04-2020 13:41
on 02-08-2020 22:01
All sorted now thanks.
How did you eventually get it sorted? I'm having same delay problem at present. Upgrading from payg to sim-only deal, but want to keep my old number. Received new sim and a new separate account has been set up for this. Started the Sim swap process by text 2 days ago and old sim still working, so not sure what to do. I'll probably go on live-chat about it tomorrow, but wondered if you might have a quicker solution?