Sim swap

[pedrobedro]

Do I need to insert a new sim before I text 20220 as it says on the sim packaging to text 20220 from the number you'll use on your phone which is hopefully the number on the old sim as the idea is to keep the old number. It might not be complicated but it is confusing to my thought process.

[jonsie · Accepted solution]

You need to text from the old number with the new sim serial number.

https://swapmysim.o2.co.uk/

[MI5]

@pedrobedro 

You only need to sim swap if you need a different size sim card.

If your new phone takes the same size card, just use the old sim in it.

[pedrobedro]

Thanks I'll try that later if the helpline doesn't get back to me. I am having problems as I tried to change my sim last week and somehow the agent managed to transfer the new sim number onto my old sim and left me on my old contract with the wrong number which was exactly the opposite of what was supposed to be happening.

[MI5]

Only customer services can help you now then as your old number would have been disconnected.
Suggest you call rather than chat too http://www.o2.co.uk/contactus

[pedrobedro]

It's a new contract not just a phone change.They sent me a sim and the website will not recognise the serial number so I tried to do it by text and it all went downhill from there. A sales agent got me back on air with my old number and sim but the 4G is not working on it .

[jonsie]

I would call and ask them if 4G is enabled on your account.

[MI5]

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@pedrobedro wrote:
It's a new contract not just a phone change.

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Still no need to change sim cards if it's the same size.

The contract is updated on your account. The sim just replicated that.

[pedrobedro]

That would have saved me a lot of grief but it was not presented as an option. 4G was on my phone but it is now in limbo till the old account is closed and the new one is activated. Someone is supposed to be calling me back but has not done so yet. I'll wait a bit and see what happens, they are talking about compensating me for the inconvenience they've caused, I was on the phone for almost 4 hours on Saturday being shunted from one department to another just to make my phone usable again.

[Bambino]

@pedrobedro The chances of anyone calling you back are slim. It shouldn't be that way, but you chasing it up will probably get a better result and take less time.