SIM not working in new phone

[EJ1]

I’ve upgraded to the iPhone Xs but my sim isn’t registering in the phone. It’s working fine in my old phone. No one is available at o2 to take my call and no one’s available for an online chat. How am I supposed to get this resolved...?

[MI5]

@EJ1 

are you trying with your old sim?

[EJ1]

Yea. It works in my SE but doesn’t register in the Xs

[MI5]

@EJ1 

Is this a new phone bought from O2?

Also the sim goes in the xs upside down compared to the se

[EJ1]

Yea, I got it from o2 and definitely putting it in the right way up. I didn’t get a new sim with it to use instead.

[MI5]

It will have to go back as faulty then @EJ1 

[EJ1]

Thanks MI5. I managed to find a message in the network section saying ‘phone not allowed’ which I think means it’s locked to another network. It’s a refurbed phone I bought that said ‘unlocked’ but clearly it isn’t (if that’s what the message means). Tried repeatedly to get through to someone at o2 but can’t. Thank you for all your replies.

[MI5]

Could be barred, either way, you need to send it back unfortunately.

[EJ1]

I can’t get hold of anyone so how can I even arrange that?

[MI5]

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...