New sim for upgrade is not working

[Holliday]

I've received my new upgrade phone and sim but the new sim does not seem to be working

[Bambino]

@Holliday The new sim is not provisioned. Use your old sim for now. If your new phone is 5G capable, and you're in a 5G area, you can do a sim swap, or call into an O2 store if you have a local one and they'll swap it for you.

https://community.o2.co.uk/t5/How-to-Guides/SIM-Swap-a-mini-guide/ba-p/1060675

[O2Sophie]

Hi, Holliday,

Try this - From your old phone ( or if your new phone takes the same size sim as your old phone) text the word SWAP to 20220, You will get back a security message with a code, send it. Once you get a reply, you need to input the 13 digit sim serial number (SSN) of the new sim card and send.

If you can't do that for any reason give o2 customer services a call on 0800 587 4005 and they will do it for you while you are on the line to them.

[LukasB]

Hey @Holliday has this been sorted or are you still having trouble?