New SIM won't activate

[Will-44]

I have been a O2 customer since 2018 and started a contract last summer and I recently upgraded to a new phone last Friday, the SIM recognises that it is the O2 network but it won't activate to allow me to text or call.

I have tried to chat on MyO2 but can't go further as I don't know the security question and neither does my mother as she is the account holder due to myself not having the credit rating.

I can't receive calls from potential employers and I have to hope they'd email me, I can't even receive voicemails or a text.

So can someone help me?

[MI5]

@Will-44 

You need to use your old sim card in the upgrade phone.

[Will-44]

@MI5 I have disposed my old SIM already as I couldn't get service so it must of been deactivated. Can O2 shops sort this as I did my upgrade online through the MYO2 app.

[MI5 · Accepted solution]

@Will-44 

Yes, if you go in store take ID with you or you can call O2 from another phone. Numbers here  Guide: Coronavirus Community Help and Support 

[MI5]

@Will-44 

Just to add, you can reset the security question in your MYO2 so no need to worry about not remembering it. Just set a new one before calling.

[Will-44]

@MI5 ok I will go to my local store and see if they can sort from there

[Will-44]

@MI5 I've tried that already but need a code sent in a text which I can't access.

[MI5]

@Will-44 

OK mate, in store it is then to activate it.

Remember to take as much ID as you can, passport, driving license, bills with your address on etc....

[Will-44]

@MI5 will do, thank you for your time and help.

[MI5]

@Will-44 

No worries and best of luck