Sim swap to keep number

[gmarkj]

 So I've recently taken the plunge and got a new phone, but as I got it through a 3rd party (way cheaper than directly through o2) it came with a new sim and new number.

Not a problem - I'd already checked with o2 CS (phone, not live chat) and they said to call up to swap it all over once I'd got it.

Just called - current wait is over 30 minutes. Maybe not then...

So tried the swap my sim on line. Enter old phone number, text code and new sim card number only to get an error message - We are already doing a sim swap for your phone number.

Odd, I've not asked to do one already. 

Has anyone seen this before and any suggestions? Should I wait or keep trying CS?

[MI5]

Yes, if it's an upgrade they would have to initiate the sim swap, otherwise it would be a new contract and the customer would have 2 contracts running as the old one wouldn't be cancelled.

[Bambino]

Gotcha. Understood. Thank you. Hopefully the OP will return and let us know, and also have been successful with the sim swap.

[gmarkj]

Ok, clearly opened the proverbial can of worms here...

Some more information about what I've done:

• It was a taken out as a new contract with o2 through a 3rd party website (taken out over the phone!). I did mention I was on o2 and would eventually transfer number over but said that o2 were going to do that.
• New handset.
• New sim card sent out.
• Before taking out said contract, I asked o2 if it was possible to do this and keep my number - over the phone - and was told yes they would swap number to new sim. This would also close old account.
• New phone arrived last week, didn't insert sim straight away in case I changed my mind (Ts & Cs on 3rd party said inserting sim caused the phone to not be considered "new").
• Had a play with phone over weekend, decided I was keeping it, and put sim card in this morning (after taking note of the sim number) and called old phone to get new number.
• Searched online (here and help section) and got the swap my sim link.
• Completed online form and got error message as per post 1 - We are already doing a sim swap for your phone number.
• Phoned CS but got told 30 minute wait so came here and asked the question.
• While waiting for a response (what kept you guys?!? :smileywink:) tried CS again and got through.
• Helpful chap took all details and completed a form his end and said it went through ok - normal guff about 24 hours but should be quicker, turn phone on and off, etc.

So that is how things currently stand - both old and new phone are on o2, both pay monthly (one on refresh, one standard 24 month), both still connected to network.

[gmarkj]

@MI5 - I took the new contract out as a seperate entity, but when I spoke to CS before taking it out they confirmed they would swap my old number to the new handset and this would close the old account.

[MI5]

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@gmarkj wrote:
@MI5 - I took the new contract out as a seperate entity, but when I spoke to CS before taking it out they confirmed they would swap my old number to the new handset and this would close the old account.

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Yes that is correct, but I can't understand why you got the sim swap already in progress message, unless it was just a glitch.

[gmarkj]

Really no clue. Would hope that is all it is otherwise going to get rather annoyed.
Suppose it serves me right for trying to get a better deal...

[MI5]

It shouldn't be a problem at all mate.

[gmarkj]

Fingers crossed then...

[Bambino]

Thanks for clarifying the situation @gmarkj. Hope your number swaps without any more dramas and that this little episode comes to an end soon.

[jonsie]

Has the old account  not lost connection yet?