Number swap on o2 to o2. Nightmare

[Anonymous]

Hi all. Iv been having a disaster trying to get my number moved to my new contract.

So I took our a new o2 contract as I was buying a refurbished s6 and wanted to make sure it was OK before being stuck with it. I have since cleared the remaining 10 pound on my refresh contract and have been trying to move this number onto my new contract. I have tried 5 times now and each time they say that it will happen and it doesn't. It failed the 1st time because the name wasn't correct. I have since completed the change of name form to my married name and they have confirmed that is correct now. However the number swap still never happens. I am sick of live chat and don't get much chance to call incadr im out on hold with the toddlers running about. Have you any advice. Is there an email address I can contact. I have the recent chat sessions saved for reference.

The last guy insisted that he would do it there and then and I had hope but it still hasn't happened. This has been for 2 weeks now so something is obviously wrong.

Any help is appreciated.

[MI5]

If you don't need a different sized sim, just use your old one in the new phone, the account is updated on o2's computer so your old sim is fine.
If it's a different size, just fill in this form.
http://swapmysim.o2.co.uk/

[gmarkj]

How long ago did you clear the last payment? Have you checked in My o2 that is shows a 0 (zero) balance?
If yes, then you should be able to complete a form online to do it yourself.
Read the help here: http://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

and some details about my "saga" here:
http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Sim-swap-to-keep-number/td-p/957059/highlight/tr...

[MI5]

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@gmarkj wrote:
How long ago did you clear the last payment? Have you checked in My o2 that is shows a 0 (zero) balance?
If yes, then you should be able to complete a form online to do it yourself.
Read the help here: http://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

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Mate, that's the wrong form for this job.

[gmarkj]

Is it?
Thought that would work?
Would the sim swap form close the old account as well?

[Anonymous]

I can't just swap the sums over as I tech orally have two contracts at the minute. 1 contract that is now 2 years completed with my number on it and a 2nd contract a new one I bought because it was a refurbished deal. I now want to move my number to the new contract and then I can cancel the old one.

[MI5 · Accepted solution]

OK then you'll need to call cs as you can't cancel online.
Call 202 from your phone.