New SIM card to replace broken one, how

[PS1]

I have a new SIM card to replace one that has stopped working.

O2 keep sending security codes to the sim that does not work.

i give them my security phrase and then they hang up

[Cleoriff]

@PS1 

You need to keep trying O2.

There are various numbers in this guide. Try any or all. Press any option

Guide: Coronavirus Community Help and Support 

[PS1]

Thanks for your help.

I got straight through on the number ending 4005.

they tried to help but said the number on my old sim was wrong and suggested that I was too old to read it correctly,

they were unable to transfer my cash balance to a new sim.

i am unable to top up my new sim

[Cleoriff]

@PS1 

That's not good. I would wait until O2 are back to running normally and try again to get the money tranferred to your new account.

Your first top up has to be by voucher

Guide How to Top Up (PAYG) 

[PS1]

I got on a chat and I think I am sorted, got my money back. Have a promise that I will be on myO2 tomorrow,

thanks again