New phone and sim not working

[Anonymous]

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 😞😞😞😞

[MI5 Level 94: Supreme · Accepted solution]

Just complete this form http://swapmysim.o2.co.uk/

[jonsie Level 94: Supreme]

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.

[HilaryUK]

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

[jonsie Level 94: Supreme]

Good news