New phone, sim isn't working

[Mauralou]

I upgraded my daughter's phone which arrived yesterday, it's an iphone 7. She is on a pay monthly contract and when we loaded the new sim it doesn't work. According to my account it has updated her monthly allowance but not her new number. Do we have to wait a few days for it to update or should it work as soon as we put the sim in? I've never had this problem before! Thanks, Maura.

[Cleoriff · Accepted solution]

@Mauralou 

It should work as soon as it's put into the phone. So I suggest you remove the sim, reinsert and turn the phone on and off.

You may need to activate it though, if so follow the info here

https://www.o2.co.uk/help/phones-sims-and-devices/activating-your-sim 

If still having problems, call O2

Guide: Coronavirus Community Help and Support 

NB, if her old sim still works, then use that.

[MI5]

@Mauralou 

If it was an upgrade you just carry on using the old SIM card.

[Mauralou]

We requested a new one. She didn't mind changing her number.

[MI5]

@Mauralou 

You'll need to call customer service then Guide: Coronavirus Community Help and Support 

[Mauralou]

Thank you, we tried yesterday and ended up getting cut off! I'm sure we'll get it sorted eventually, everything else is working perfectly.

[Cleoriff]

@Mauralou 

Choose ANY number in the link I provide, press ANY option even if it's not relevant to your query and someone will answer.

Best of luck.

[Mauralou]

Thank you!

[MI5]

Good luck 😉

[Mauralou]

All sorted now, even though I requested a new sim, it's working on her old one! Thanks for the advice everyone, I now have a happy teenager! 🙂