Sim Swap keeping same number

[Anonymous]

Hi. I received my new phone yesterday LG G5 (nano sim). It was a pre order through o2 online. I requested to keep same number. My partner set up phone for me and put in new sim before I went online and set up a sim swap. All good until stage 3 when it stated that a sim swap was already in progress for this number. No sign of old micro sim being deactivated yet an old phone (Moto G) still receiving network.

Has been 22hours so know I am being a little hasty as I'm aware sim swaps can take a full day.

However, My o2 app is showing two mobile numbers - my current one and a new one which is in the LG. So several questions

1) Have we made the sim swap difficult by putting the new sim in before requesting the swap?
2) If so do I have to change numbers?
3) why do I have 2 mobile numbers linked to my o2 account and will i get charged for both? I paid the upgrade fee when requesting the LG.

Confused.com

[Anonymous]

Should have stated that I'm on a pay monthly contract.

[Cleoriff]

Hi @Anonymous look at this first http://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

And use this form https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=port_migrate&case=Port/Migrate%20In%20Form

[Anonymous]

Thank you Cleoriff. Havent seen that foem, but did check the fqa part. Will try the form once little one is finally asleep.

[MI5]

Call cs on 202 to get this sorted - you shouldn't have 2 numbers so something's gone wrong somewhere.

[Cleoriff]

If you have problems contact customer services...

[jonsie]

There is something wrong if you have 2 numbers showing. Definitely call them in the morning. 

[Anonymous]

Have submitted form, but unsure if it will help as it asked for a PAC code. Obviously I don't have one as its an o2 upgrade. Been with o2 for past few years x

[MI5]

No form will help you as it sounds like something's been processed wrongly.
You need to call CS on 202

But anyway, this is the correct sim swap form http://swapmysim.o2.co.uk/

[Anonymous]

Thank you all for your replies. Cs it is xx