Upgrade help

[Missyp]

I have upgraded a line which was delivered today. I've only just got round to setting it up as it's a gift for my son tomorrow but it is saying the SIM card is disconnected from the service. I don't know what to do?! Have tried to call but closed and pointed me to live chat which you just cannot find to do!

[MI5]

@Missyp 

For an upgrade you can just use the old sim card or if you need to use the new one, do a sim swap from the old sim to activate the new one Guide: Sim Swap: a mini guide 2017 update 

[Missyp]

I unfortunately have no idea where the other sim is so was relying on the new one 😞 My son's birthday tomorrow and it's his first phone so was hoping to have it all up and running tonight

[MI5 · Accepted solution]

@Missyp 

You'll need to call customer service first thing.
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.

[Missyp]

Fantastic thanks so much!

[MI5]

You're welcome