New sim and number but showing old number and contract

[iheartphones]

Hi there, I recent got sent a new sim with a new number for my phone. I was sent the new sim as part of a package deal with a new TV box, Netflix and Disney subscription.

The old sim and new sim are both pay monthly, however, I didn’t want to do a sim swap because I’m happy with my new number. 

The problem is, I’m still being charged for my old contract, and on my account my old number and old contract are showing. Why? How can I fix this? I have called customer support and they keep hanging up on me. 

[jonsie]

Only customer service can sort this out for you

One contract now needs to be cancelled

Guide: How can I sort out my network issues? 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

or give them a call on 202  or 0344 809 0202

[AndyYorks]

@iheartphones 

You basically want to have the new tariff, but with your existing number?

If so then put your new SIM into your phone, phone O2 and ask to migrate your old number to your new contract. In doing so it will cancel your old contract.   For a few days you will no access to your old number as it moves across.  I have done the same very recent.  As pointed out already though only O2 call centre can do this.

[iheartphones]

No I said I didn’t want to keep my old number. The new number is fine. 

The problem is that I’ve had the new sim in my phone and have been using the new number and sim for like a week but my account is still showing my old contract and number and my old tariff. 

Every time I call customer support I explain this to them and then they hang up on me. They don’t seem to be interested in helping. Which is ironic because they’re the only ones who can.