Moving sim to new phone pay monthly

[LY81]

Hi there

I have bought an unlocked phone after damaging my contract phone.  The sim isn’t working in the replacement handset any ideas? 

[Bambino]

@LY81 Is it a new sim as well as a new phone? If so, you can either use your old sim or do a sim swap: SIM Swap: a mini guide (incl eSim) - O2 Community

If that doesn't resolve the problem you'll need to contact customer service.

Call 0800 032 1402 from any phone or numbers here: Guide: Coronavirus Community Help and Support 
When it comes to 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 someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

You can also contact O2 via social media:

Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[pgn]

Could be a number of things: 

1. Is the phone from a reputable source (IE, it is not a phone reported stolen that has been disabled)?

2. Is the SIM clean and properly seated?

3. Is the phone a new iPhone (these are shipped blocked, and need to be unblocked by O2)?

Some info in this may help, especially if perchance the phone you have bought is locked to a particular carrier: Guide: Unlocking an O2 phone to use a different SIM card 

Good luck, @LY81.

[LY81]

Hey, thanks for this.

no it’s the same sim, but new unlocked handset. Old phone irreparably damaged so bought a new handset and thought the old sim would work ok…,