Did you follow the process in the guide below @irf1 ?
Guide: Sim Swap: a mini guide 2017 update
If yes, how long has it been since you started?
It sounds like you’ll need someone to access your account which can’t be done from here.
If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.
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 Do not publish personal details (email, phone number, bank account).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
