New sim

[RhAR]

Hi,

My old phone got damaged with water, I sent it off for repair and was sent a new phone to replace it. Unfortunately I didn't know I had to remove my old SIM so I was sent a new one. I was told that I just need to do a SIM swap when it arrives but I've put it into my phone and it is saying it has no service.

Can someone please help me? I have been without use of my phone for about 9 days now.

[Projectionist · Accepted solution]

I think you'll need to contact O2, as the SIM swap procedure needs you to receive a text on the old SIM.

Pop into an O2 store, if nearby (take passport or driving licence with you), or call O2 and explain that you don't have the old SIM- your new SIM should arrive pre-activated if you do this.

edited to correct spelling

[MI5]

@RhAR 

Without your old sim, you'll need to contact O2.
All numbers are in this guide and you can use Skype to call Guide: Coronavirus Community Help and Support 
When you call, you will be asked for 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.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.