Keeping number with new contract and 5g sim

[Mer90]

I recently upgraded to the new iPhone 14 Pro, so have a new contract and tariff. My phone also came with a 5g sim. I want to keep my old number and annoyingly, there was nothing about this when I ordered online, and the only information I can find on the O2 website is either for new customers, or existing customers going from PAYG to Pay Monthly, or vice versa. So I assumed that a sim swap was the solution. I did this at 14:30 today (20th Sep), the new sim works but my old number hasn’t transferred over, plus my old sim (which is still in my old phone) still works. So it’s as if the sim swap hasn’t worked correctly? Changing my number in Settings > Phone doesn’t work, it instantly reverts back to the number the sim came with. 

I’ve seen some posts here suggesting that a sim swap will transfer the tariff as well as the phone number, so I’m now wondering if I’ve even done the right thing or not? I obviously don’t want to transfer my old tariff, just the number! Like I said, there is no clear information on this anywhere that I can find (and the only info with my sim was about sim swapping), excluding these forums, but that was after searching for a while, and it begs the question: why do O2 not have this information easily available? Why are forum users providing answers for a giant service provider? 
I tweeted O2 hours ago and haven’t had a reply yet, but if Twitter is anything to go by then it sounds like they’re taking forever to reply at the moment because they’re “Busier than usual” 😑

[jonsie]

Did you start the sim swap from your old number?

That should transfer the number

It won't transfer the tariff as that should already have been changed on your My O2 account

The sim swap hasn't been done so start the process again

Guide: Sim Swap: a mini guide 2017 update 

Or call customer service on 202 to change the number manually

[Mer90]

Yes I did the sim swap from my old number. Both numbers/tariffs show up on My O2 at the moment. 
EDIT: Just tried again via 20220 and had this reply:

Technically it was yesterday they last gave me a security code! So I’m guessing they mean in a 24 hour period. 

[MI5 · Accepted solution]

@Mer90 

Just call on 202 or message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

[Mer90]

I called 202 about an hour ago, they did the sim swap again and assured me it had all gone through at their end. Then I got a call back about 40 mins later saying that it wasn’t a sim swap they should’ve done, but just migrated my number. I still need to wait, keep turning phone off and on etc. 

I will update with what happens. 

[jonsie]

Incorrect if you upgraded as you stated in your first post then just a sim swap needed

It sounds like you took out another contract in which case yes, migration is the correct process