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@Nbm You'll need to call customer service. Instructions for using Skype and numbers to call are here: Guide: Coronavirus Community Help and Support
Use the Upgrade, Lost/Stolen, or Fraud option to get through. Otherwise you'll just be disconnected.
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If PAYG sim, you need to top up.
Contract
Follow the advice in this link https://www.o2.co.uk/help/phones-sims-and-devices/activating-your-sim
New Pay Monthly customers
If you’re using a plastic sim, your sim is ready to use straightaway. Just pop it in your device and you're good to go. Just keep rebooting your phone.
If you’re using an eSIM, you’ll just need to download the eSIM profile to your device, using the QR code in your eSIM pack.
Existing customers
If you don’t have your current sim, or it’s no longer working, either put the new plastic sim into your device or download the new eSIM profile to your device. If your device connects to our network, you can start using your new sim straightaway. If your device doesn’t connect to our network, call us from a landline and we’ll help. You’ll need to confirm your identity, so we can protect against fraud.
If you still have your current sim and it’s still working, don’t remove it from your device straightaway – we’ll need it to send you a security text. You’ll also need the 13-digit Sim Serial Number (SSN) for your new sim, which begins 00. You’ll find this printed on the back of your plastic sim card or on your eSIM pack.
To move your mobile number across to your new sim, text SWAP to 20220 from your O2 phone and follow the instructions.
Sim swaps can take up to 24 hours to complete. Once you lose signal with your original sim, turn your device off. Turn it back on and, if you’re using a plastic sim, pop it in your device. Wait till you see our network appearing on your device
