eSIMs on O2 are a pain you could do without. A search on here will show why.
You need to open my O2 on your new phone and you should be able to install from the section on SIM cards
If that does not work then call into an O2 shop with photo ID and get it done there.
Better still, if the old plastic SIM works pop it in your new phone.
This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
