New contract/upgrade

[Anonymous]

Upgraded phone and new contract.
Old contract was 2GB data new one is 3.
When I picked up my new phone I put the old sim in new phone thinking this was right. However I then found out I should have requested new sim with old number if I had wanted to keep number so have technically had 2 contracts 2 bills. Just when I seem to get this sorted and receive new sim I follow the swap my sim instructions. Sorted ? No.
Phone not using new contract allowance plan , it’s all there , I can see it on my O2 app. Can anyone help. Driving me mad and can’t keep paying for 2 contracts but only getting the allowance of 1

[Cleoriff]

Hi @Anonymous If you are actually paying for 2 contracts instead of one then you need to contact customer services https://www.o2.co.uk/contactus

I doubt this is happening though...Its probably just your old number is still showing?. However, ring CS to check

[MI5 · Accepted solution]

You were correct to use your old sim if you upgraded however it sounds like you took a now contract so you need to call customer service to cancel your old one and transfer your number.
https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/How-To-Cancelling-Your-Contract-A-Guide/m-p/566...

[jonsie]

Yes in actual fact you didn't upgrade, you took out an entirely new contract. Call them to get your old number put on the new account.

Normally this would automatically close the old account and any charges/refunds added or deducted from your next bill.

Doing a sim swap slightly confuses things but you are still using your old number on your old account.