Switched from iPhone 8 to 12

[Jan9]

I ordered a new iPhone via my O2 app but it doesn’t seem to realise I already have an account with then. I’ve moved the SIM to the new iPhone but how do I cancel the contract with my iPhone 8?

[jonsie · Accepted solution]

Sounds like you have taken out an additional account rather than upgrading

Ask customer service to migrate your number to the new contract

That will end the first contract

You need to call O2.

All numbers are in this guide

You can use Skype from your PC to call the free numbers if you have no phone available

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call