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Level 1: Joiner
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Registered: ‎24-11-2019
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Upgrade - Sim Swap Problem

Received my upgrade phone from Mobile Phones Direct yesterday. Followed the directions on the new sim rather than the instructions from MPD - which means that I did a sim-swap rather than waiting for the service to come on-line by itself. This appears to have swapped my current contract onto the new sim, which isn't what I wanted.

 

Contacted o2 via chat - who advised me that I need to get the mobile number for my new sim so that they can swap everything for me. Is this right? I gave them the Sim number, but still told that they need the mobile number.

 

Can anyone advise, or has anyone had a similar issue?

 

Thanks

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Registered: ‎04-04-2012

Re: Upgrade - Sim Swap Problem

@AJMacKay 

Yeah, you've right messed that up Smiley Wink

Yes, you will need the mobile number that MPD allocated to your new contract and I would advise that you call o2 cust service, rather than using chat, when you get it. 

Guide: How to find help & contact O2 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
Posts: 8
Registered: ‎24-11-2019

Re: Upgrade - Sim Swap Problem

That's what I thought. Bu**er.

 

Thanks for the reply - and confirming that I am an idiot frowning2

 

Maybe one day I'll upgrade without any issues......

 

Andrew

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Registered: ‎04-04-2012

Re: Upgrade - Sim Swap Problem

We're always here to help mate tongue winking

Don't worry. It's not the end of the world !

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
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Registered: ‎24-11-2019

Re: Upgrade - Sim Swap Problem

Thanks. Appreciate the reassurance!
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Community Manager
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Re: Upgrade - Sim Swap Problem

Hey @AJMacKay , welcome to our community! Sorry to hear you were having an issue with your upgrade. I hope everything gets sorted with customer service in the end, but don't hesitate to come back to let us know how you're getting on, and in case you get stuck with anything.

 

Thanks for the advice @MI5 ! Smiley Happy

 

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Level 1: Joiner
Posts: 8
Registered: ‎24-11-2019

Re: Upgrade - Sim Swap Problem

Bit of an update:

 

Got an email from MPD asking me to return my new phone. When I asked if there was any other way of sorting, they suggested asking O2 to reverse the sim swap. Called O2 and they did that almost immediately, so I now have my old phone working again (which is "a good thing").

 

MPD are supposedly trying to reconnect my new phone/sim, but the phone is telling me that the sim isn't provisioned, which I assume means that it's not being recognised as an active sim on the O2 network. Will MPD be able to sort this out, or is there anything I should do with O2 to help resolve this?

 

Thanks

 

Andrew

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Posts: 104,556
Topics: 552
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Registered: ‎04-04-2012

Re: Upgrade - Sim Swap Problem

I would imagine that MPD will have to activate a new sim with their original contract number.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
Posts: 8
Registered: ‎24-11-2019

Re: Upgrade - Sim Swap Problem

@MI5Thanks again for your replies. Much appreciated.

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Re: Upgrade - Sim Swap Problem

@MI5Since you've been so helpful.....grin

 

My upgrade appears to have gone through, i.e my account is showing the new allowances etc, but my new phone still isn't connected, and it's still showing the Sim not provisioned message. Suspect that reversing the sim-swap has probably disabled the SIM in my new phone.

MPD are now saying that I need to get a replacement SIM from O2, then (ironically) do a sim-swap. Will O2 just give me a new SIM? Or should MPD be giving me the new SIM? I want to avoid going back and forward with MPD (who have been pretty helpful tbh) and O2 (who have also been helpful), so any advice/experience that anyone here could offer would be gtratefully received.

Have to say that my experience on the O2 community has been pretty impressive!

Andrew