Transferring old mobile number to another sim card

[Cazzaworld]

Hi,

I am wondering if anyone can help.

Just recently my partners' mobile phone stopped powering up. He is a O2 Pay Monthly Sim Only customer. He took his sim card out and put it in my mobile (O2 phone). His sim card refused to work. I can't remember what it said now.

My partner went to the O2 shop. The lady who worked there, sold him a £10 pay as you go sim card with a different number?!?!? Not sure why, as I wasn't with him at the time.

Is it possible that he can have his old number transferred to a sim card that works?

Unfortunately whilst this is happening, he is paying for a contract (old mobile number) that he can't even use.

Help would be greatly appreciated.

Many thanks.

[MI5 · Accepted solution]

@Cazzaworld 

He needs to call customer service to get a new pay monthly sim with his contract details and number on it. This is what the store should have done in the first place..
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to 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 someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Cazzaworld]

Hi MI5,

Can he go back into store to do this? But obviously not be served by the lady that sold him the sim card. So he can check to make sure the sim card works in the mobile phone. The lady that sold him the sim card in the first place told him that he needs to bring his driving licence into store for ID purposes?!?!

[MI5]

@Cazzaworld 

Yes he can and ID will be required as usually they would text a code to his sim but obviously can't do that without a working sim.

[Cazzaworld]

Sorry to be a pain, unfortunately his driving licence is with DVLA (they have a HUGE backlog). Do you know if there is another way they can ID him in store? He doesn't own a passport. I thought him giving his account details about his O2 account would be sufficent?!?!

[MI5]

Usually photo ID is required but they may accept a utility bill in his name at the correct address on the account @Cazzaworld 

But it may be easier to call as he would then only be asked to answer his security questions on the phone.

[Cazzaworld]

Ok, MI5. Thanks for your help. Wish us luck.....

[MI5]

 @Cazzaworld 

[Cazzaworld]

We have contacted O2 earlier and they are going to send my partner a new sim card with his old number on. Thanks again for all you help, MI5. Its much appreciated.  

[MI5]

You're welcome