replacement sim

[grubbyfingers]

I wonder if anyone can help on this.

Following a ballooning of its case caused by a faulty battery I recently disposed of my wife’s old PayAsYouGo iPhone, but neglected to remove the SIM. She would now like to request a new SIM to use in a replacement phone.

Unfortunately her credentials are not recognised in ‘myO2’. so she cannot do so on the web site.

A request for a password reset using a text message is not an option.

If she tries to reset her password etc by email she receives a reset link but that results in the message “We are unable to proceed with recovering your account”.

O2 ‘Lost/Stolen’ support services were unable to provide a solution. We would like to retain the phone number since there are a number of organisations including those health related that use a text to inform/remind people of appointments etc.

It’s hard to believe that what we are asking is impossible.

How to resolve this?

[Bambino]

@grubbyfingers You need to try the Lost/Stolen option again. Whoever told you they can't provide a solution doesn't know what they're talking about.

Lost or Stolen O2 Device

[MI5]

@grubbyfingers 

The way I would do it would be to get a new PAYG sim https://www.o2.co.uk/shop/sim-cards/pay-as-you-go then when you've activated it, call 4445 to migrate her old number to the new sim 

Guide: Migration & porting into O2  

[grubbyfingers]

Hi Bambino thanks your reply. I'll try again, but their problem is authenticating me over the phone. I couldn't provide the balance on the phone nor a recent called number.

[grubbyfingers]

Hi MI5 thanks your suggestion. I'll try the help desk again and if that fails follow up your suggestion.