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You need to contact O2 @Fish Guide: How to find help & contact O2
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Call customer service. They will change the number without the need for a new sim card
You should be able to do it in the app which is the best option
Otherwise you need to call
Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
