replacement sim not working someone please help

[Ks88]

hi,i eventually got some lovely o2 person on twitter to send me a replacement sim so i could keep my old number as i needed a new basic phone so they ordered me when they put the request in i lost all service within 24 hours,3 days later it has arrived i have put it in the new phone and nothing,it says in the bumph that came with the sim to text balance or swap but i obviously can't because i have no service and can't do anything? can someone please help , ssorry i am so stupid with phones

[MI5]

@Ks88 

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 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
Thanks

Guide: How to find help & contact O2 

[jonsie]

You can't do a sim swap because the text has to be sent from the old sim card

Because that has been disconnected you will have to follow the above advice and contact O2