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Level 1: Joiner
Posts: 25
Registered: ‎20-11-2017

Contract upgrade

Hello all. I have just placed an order online for a new phone and upgraded my contract. Trouble is it will come with a new number. How do I go about keeping my old number ? Do I call o2 and they transfer it or ????
Level 70: Enigma
Posts: 17,391
Registered: ‎31-03-2010

Re: Contract upgrade

@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.

SIM Swap: a mini guide (incl eSim) - O2 Community

Other guides for you to look at are here:

Help with your sim | Help & Support | O2

How to keep your mobile number | Help & Support | O2

If there's anything you still don't understand, come back and ask again.

I DO NOT WORK FOR O2



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Level 50: Versatile
Posts: 7,178
Registered: ‎26-03-2014

Re: Contract upgrade

Who did you upgrade with @MandyJ?
If o2, you should have used the upgrade option as @Bambino mentions.
If you used someone else, it might have gone through as a new contract - not a problem, you'll just have to call o2 once the phone and sim arrive to move your number across.
This will mean you are only paying for one contract and not two.

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 Do not publish personal details (email, phone number, bank account).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

Level 1: Joiner
Posts: 25
Registered: ‎20-11-2017

Re: Contract upgrade

I did do it through the o2 app but it looks like I have 2 contracts open I thought I had upgraded 😐 ... So I just ring o2 when I get my new phone tomorrow and say I want to keep my old number ? What information will I need do you know ?
Level 1: Joiner
Posts: 25
Registered: ‎20-11-2017

Re: Contract upgrade

I did do it through the o2 app but it looks like I have 2 contracts open I thought I had upgraded 😐 ... So I just ring o2 when I get my new phone tomorrow and say I want to keep my old number ? What information will I need do you know ?



Posts: 101,917
Topics: 770
Registered: ‎14-01-2013

Re: Contract upgrade

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

*The Game Is On*

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Posts: 117,700
Topics: 576
Solutions: 16,545
Registered: ‎04-04-2012

Re: Contract upgrade

@MandyJ 

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. 

Guide: Migration & porting into O2  

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)