Sim Swap not working

[Rachel4]

Hi,

I recently upgraded from a PAYG Samsung to a Pay Monthly Iphone 7. A week ago I requested a Sim Swap to keep my old number, but it didn't work. I have since tried to do a Sim Swap again and it still isn't working. I have also tried to fill in a 'keep my number' form on My O2, and just keep receiving a rejection email. I have tried to ask for help on the O2 twitter account and they keep brushing me off.

Both phones are active and working, but for some reason the old number just won't swap to the new sim.

Can someone please help me fix this? I don't want to have to keep paying for 2 phones.

Thanks!

[jonsie]

If this was an upgrade and the sims are the same size then you just need to use the old sim.

[Cleoriff]

@Rachel4 

Sim swaps and porting aren't working well at the moment. All due to the pandemic.

As @jonsie  says, if your old sim fits then use that.

Guide: Coronavirus Community Help and Support 

[Rachel4]

Unfortunately the two sims aren't the same size, but my old phone's still working so I'll keep using that for now. 

Glad I understand what's going on now! Thanks for your help guys 

[jonsie]

Can you not pop the centre out of your sim card?

[gmarkj]

You need to call customer services to move your number from PAYG to pay monthly @Rachel4.
Check for numbers and ways to call on the guide Coronavirus above.
Please be aware that there are delays on transfers currently though.