New phone purchase

[LJR1]

Bought a new phone on Thursday.  Arived Friday - no SIM yet does this come separately and cannot see details on my account when will details show.

[pgn · Accepted solution]

If it was an upgrade, @LJR1, simply move the Sim into the new phone, if it fits.

If it was a new phone not upgrade, eg PAYG, a Sim with number should have come with the phone - but it has been known for the Sim to arrive a day or so after the phone. Also your online MyO2 account will show the number you have been assigned, if not an upgrade. 

You can follow up with O2 on one of the numbers in this Guide: Coronavirus Community Help and Support, call around 08:15 in the morning, and this will help you navigate the system:

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 you have to, to get put through to someone.

[MI5]

@LJR1 

Did you upgrade?

If so, just use old sim.

If not, You'll need to call customer service.
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 you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Bambino]

@LJR1 Are you an existing customer? If so, you can use your old sim if it's the same size. If your new phone is 5G capable and you're in a 5G area, you can call customer service and they will send you a 5G sim, which you then can swap for your current sim. Guide: Coronavirus Community Help and Support 

SIM Swap: a mini guide (incl eSim) - O2 Community