changed sim, old sim in credit

[Old-timer]

Hi All, I did a sim swap, as my old sim wouldn't fit my new phone. The old sim had around £60 credit. O2 sent a new sim, which is great, but how do I get the credit back after they switched off the old sim?

[jonsie]

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

or give them a call on 4445

[MI5]

@Old-timer 

The credit is on your account, not sim.

If you're still using the same number your credit is still there.

You can do a sim swap to swap everything over Guide: Sim Swap: a mini guide 2017 update 

[Old-timer]

Thanks, I did try to contact customer services and came on here as I got nowhere. Unfortunately English is my native tongue, being a little hard of hearing and the fact that I was the only one speaking English, I became very frustrated! Navigating myo2, I seemed to end up going round in circles, Thought I'd better stop before I disappeared up my own rear end.

[Old-timer]

Thanks MI5, I was informed that because it was a payg number it couldn't be moved to another o2 sim? I didn't quite understand why, but set up the new sim and as it is 'Er indoors' phone let her give everyone her new number. I am not sure if it was me being thick (or just old) but it does seem increasingly difficult to get past all the upselling and jargon.

[MI5 · Accepted solution]

@Old-timer 

If it's a new number, you will need to speak to O2 to transfer the balance, but if you keep the original number, there's no need to call.