SIM swap not working.

[Anonymous]

I've just bought an iPhone 5s on Pay and Go (text and web). My old phone was a Samsung Galaxy and so in the shop they gave me a new nano SIM and got the SIM swap process going. Nothing happened after 24 hours (old phone still active and new phone showing No Service). I then tried SIM swap via the O2 website, have since been back to the shop who gave me another SIM, and tried 20220!! The shop said if the new SIM doesn't work they'll replace the iPhone next!!

Can anyone help? To me this feels a computer/systems issue rather than a physical phone issue.

Ta.

[jonsie]

If your old sim is still working then therein lies the problem. The sim swap hasn't gone through. Try submitting it again or call customer service.

[Anonymous]

Agreed. I'm now on attempt no.4!

I'm assuming it can't be the new phone or SIM as the old one is still working.

[Anonymous]

My husband and I have been trying for days to this, I'm getting worried now!

[MI5]

It must be a system issue...

[Cleoriff]

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@Anonymous wrote:
My husband and I have been trying for days to this, I'm getting worried now!

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Then if something isnt working you need to ring CS http://www.o2.co.uk/contactus

[Anonymous · Accepted solution]

Finally worked after four attempts.

I believe the text 'SWAP' to 20220 was the one that finally did it.  You need your new SIM number to hand.  It still took a long time, but was within the 24 hours.  I started the process at about 3p.m., I got impatient and tried again at midnight and got a text saying existing SIM swap was in progress and to try again after 24 hours .  But this morning all had been swapped

Not sure why it took four attempts, but think the 20220 approach was the one that worked.

[MI5]

Good news and thanks for the update.

[Cleoriff]

At last ....a long time but it's done now

[jonsie]

It took a long time and hopefully now your problems are over