@MandyJ If you've upgraded your contract it will all be done at source. You should be able to see your upgrade on your MyO2 page: O2 | Accounts | Sign in | View bills , balances and emails in your My O2 account
You can use the sim you already have. You will be sent a new 5G sim with your new phone. If you're in a 5G area that's up and running you can swap your old sim for the new one. The guide below tells you how to do that.
Other guides for you to look at are here:
If there's anything you still don't understand, come back and ask again.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
It appears you may have taken out a new contract instead of upgrading @MandyJ
You'll need to call O2.
Numbers here Guide: Coronavirus Community Help and Support
Advice from an O2 Guru regarding a way to get through:
When you call, you will be asked for the reason you are calling,
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to an advisor.
Press Upgrade, Lost/Stolen or Fraud if you have to.
8am is the best time to call
Just ask O2 to migrate your old number to the new contract.
This will end your old contract immediately so you will only have to pay anything you owe on it.
If you're already out of contract, you'll just have your new one to pay for.
Track usage, upgrade and more with our new look app.Download My O2