I’m desperate. O2 locked my sim, shop won’t help me and I don’t have another phone to call O2!

[nousrname]

I spoke to an O2 representative this morning. I agreed for a new sim. She told me that she’d send the new sim out but my current sim would be unaffected. 

the moment I got off the call with her, I had no service or 4G

i went to the O2 shop but they said they can’t help me because I don’t have ID

i have bought another company’s PAYG card and I have WASTED £20 WAITING ON HOLD TO O2

PLEASE CAN ANYONE HELP I NEED MY PHONE FOR MY EMPLOYMENT

[MI5 · Accepted solution]

@nousrname 

Unfortunately you are another victim of O2's totally stupid new rule of disconnecting sim cards when a new one is ordered.

Download Skype and call 0800 081 0255

Guide: A Guide to Skype 

[nousrname]

Thank you so much!!!

The call handler told me that my current sim wouldn’t be deactivated! 

[MI5]

They always say that @nousrname but they are wrong!

[gmarkj]

Advisor saying one thing but (her/the system) doing another...

Is this a "feature"/bug of the new system @Martin-O2 @RafaC @Breanna (or @ColinO2 )?

[pgn]

Sounds like a check-box somewhere - having received a new 5G SIM card with my recent upgrade, which I left unused for a few days, my previous 4G SIM worked throughout.  Now I did order the upgrade from a reseller, not from O2 direct...  I think @Breanna or @Martin-O2 should be able to winkle an answer out of O2, as the MyO2 "Swap your SIM" option needs the serial number of the new SIM in order to effect transfer of number from current (old) to replacement (new) SIM.  BTW, I was impressed, that "Swap your SIM" function had moved me from the 4G SIM to the new 5G SIM in under 5 minutes - which is as it should be!  I did have the luxury of having the older phone (with 5G SIM in it) and the new phone (with the original 4G SIM in) in front of me at that point - would be a lot of faffing if I had traded back the old phone, I suspect!