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Level 1: Joiner
Posts: 5
Registered: ‎17-04-2020
Accepted Solution

SIM Swap

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.

Level 50: Versatile
Posts: 7,006
Registered: ‎26-03-2014

Re: SIM Swap

Did you receive any confirmation that the request went through?
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 Do not publish personal details (email, phone number, bank account).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

Posts: 84,493
Topics: 580
Solutions: 4,309
Registered: ‎04-01-2009

Re: SIM Swap

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.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808

Level 1: Joiner
Posts: 5
Registered: ‎17-04-2020

Re: SIM Swap

Thanks for the advice.  I have submited the form again and, after clicking on your link, I see that sim swaps are taking any time from days to weeks so will have to be patient.

Level 1: Joiner
Posts: 9
Registered: ‎22-12-2018

Re: SIM Swap

[ Edited ]

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.)

 

Level 1: Joiner
Posts: 5
Registered: ‎17-04-2020

Re: SIM Swap

All sorted now thanks.  

Posts: 84,493
Topics: 580
Solutions: 4,309
Registered: ‎04-01-2009
Posts: 53
Topics: 3
Registered: ‎22-03-2015

Re: SIM Swap


@Evans_01 wrote:

All sorted now thanks.  


Hi Evans,

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?

 

Carole Don't know

Posts: 53
Topics: 3
Registered: ‎22-03-2015

Re: SIM Swap

It's ok, cancel my query from last night. Customer Services have now sorted it for me over the phone.