O2 upgrade and sim activation problem

[graymic]

Morning all,

So I upgraded from an S10 to S20 on Monday as my partners phone gave up the ghost (Pay as You Go) and she needs it for her work, as do I.

Managed to receive the S20 yesterday evening (great timing!), performed the usual migration stuff and then finished with sending SWAP to 20220. 

This morning I'm getting a SIM 2 not provisioned (SIM 2 contains my 5G card and SIM 1 my old card). 

I texted SWAP again to 20220 the message this time being:

"Good news, this sim is already active. Turn your phone off and back on and you'll be good to go."

I've done this repeatedly to no avail 😞

Is there something that I am missing / have / haven't done?

[Cleoriff]

Hi @graymic 

If you upgraded there was no need to change the sim. It's the account which changes.

You could have put your old sim in the phone.

Now you have started a sim swap and as its not working, keep rebooting the phone. If no joy then a call to O2 is required sadly.

Guide: Coronavirus Community Help and Support 

Just checking though, did you intend to give the new phone your partner and would she still be on PAYG? If so then PAYG and contract sims are different.

[graymic]

Ah @Cleoriff, that's annoying. I'm still using the old sim. But I was told I'd need to swap to the new sim as this was able to make use of 5g over my previous sim...?

In terms of my other half, she would still be on PAYG using her existing sim afaik but with my old sim on the S10.

[gmarkj]

Sounds as though the first swap was from the new sim to the old instead of the other way round.
Think a call to customer services might be needed to make sure the right one is working...