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New phone and sim not working

Anonymous
Not applicable
I got my new phone today from the O2 refresh upgrade plan. I received a new sim with the phone and have put it in but it's not working and the old sim is still working? Do I need to deactivate the old sim in order for the new one to work? I haven't changed my number or anything so I thought it would be straightforward but I'm confused 😞😞😞😞
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MI5
Level 94: Supreme
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Just complete this form http://swapmysim.o2.co.uk/
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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MI5
Level 94: Supreme
  • 119386 Posts
  • 605 Topics
  • 17302 Solutions
Registered:
Just complete this form http://swapmysim.o2.co.uk/
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

View solution in original post

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jonsie
Level 94: Supreme
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You either need to usse the form here : http://swapmysim.o2.co.uk/

or

Text swap to 20220 from your old sim and follow the instructions.

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HilaryUK
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after having a half hour chat and not resolving my problem I think I've finally done it. Thank you so much.

 

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jonsie
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