Sim swap

[LauraM]

Hi - I got a new hand set and needed a new nano sim for it. I was told to phone back to swap phone number when it arrived but now you cant get through and was advised to chance number via 2202 text service. So I put new sim into new phone and text swap from the new sim and entered the serial number from my old sim (number i want to keep). Firstly have I done this the right way around? Secondly I did this at 5pm last night (friday) both phones stopped working shortly after but it is now 10am Saturday morning and they are still not working - both have no service and pay as you go helpline closed until monday. Can anyone advise??? Thank you

[Cleoriff]

@LauraM 

The swap should have been done from your old sim

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

You will need to contact O2 . Numbers in this guide

Guide: Coronavirus Community Help and Support 

[LauraM]

Oh no 😞 thank you yes old sim working again but has the wrong number. Is it possible to fix it so things are the right way around if I contact o2? Closed until Monday.

[Cleoriff]

I think a call to O2 is needed. Just use the old sim for now despite it having the wrong number.

[LauraM]

Thank you yes will do but just worried that it wont be possible to get my old number back?

[Cleoriff]

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@LauraM wrote:
Thank you yes will do but just worried that it wont be possible to get my old number back?

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Only O2 can recover the number for you @LauraM 

[LauraM]

Thank you I will phone them on monday - just was panicking incase they wouldn't be able to do that and old number lost forever.

[LauraM]

@Cleoriff can o2 definitely recover old number? Sorry 2 bother you!

[Cleoriff]

As long as it is done quickly. If left for any length of time, then no.

You had the number until yesterday so I see no reason why not @LauraM 

[jonsie]

The number could be lost now so customer service is your only hope @LauraM