Upgrade has happened but given new number

[Alansav]

Hi. I upgraded today to Samsung 9 plus. All docs came through. I wanted to simply upgrade the phone I had.

checking just now and it seems o2 are sending me a new phone with a new number as opposed to keeping old number which I use for a charity on call number.

i also wanted to pay off my old phone with a payment of £120 thought it was odd it wasn’t requested at the time.

do you think I can simply call o2 and pay off old phone and take sim out of old phone. 

Or do I cancel this new one refuse to take it at doorstep and start again 

[MI5 · Accepted solution]

@Alansav

You need to call and pay off the device plan for the old phone then you can migrate your phone number to the new contract you’ve started.

[Alansav]

Thanks. It comes later today so I will ring at 8

[MI5]

How did you get on with customer service @Alansav ?

[Marjo]

Hi @Alansav, it's been a few days since you posted - would love to hear how it went and if you got everything sorted?