New sim not working

[newphoneman]

Hi. Really hoping I can get some help for this.

I just got a new phone with a new sim but it hasn't activated yet. It's been over 24 hours now. The instructions in the box says to text SWAP to 20220, but I can't as the new phone isn't registering yet so the text won't go through. I also can't use o2.co.uk/swapmysim as it is currently down and the help line isn't putting my call through as it isn't urgent. Is there something I'm missing to get my new sim working on my new phone?

Thanks in advance!

[jonsie]

Use your old sim if possible

Otherwise call them

Guide: Coronavirus Community Help and Support 

[Bambino]

@newphoneman Use your old sim if it's the same size.

[newphoneman]

But the new sim is on a different plan. And I can't get through because the final option asks whether my query relates to fraud, which it doesn't, and then I get cut off.

[newphoneman]

Also I should have mentioned it's a 5G sim, which my old one isn't.

[jonsie]

If this was an upgrade the new plan should be on the old simcard

It might be wise to wait for the 5G sim swap.

[MI5]

@newphoneman 

If you really must SIM swap you need to do it from your old working phone and SIM card. 

[newphoneman]

So, text the sim swap number from my old phone and sim and that will activate my new phone with new sim?

[jonsie]

Yes it will but its taking longer than normal

[MI5]

@newphoneman 

Yes, that is correct.