Upgrading

[TMC]

Hi All - i have a few questions i was looking to know if any of you would have the answers to..

I'm an o2 pay monthly customer, i got a contract in october 2016. To upgrade to the new iphone 7 plus i needed to pay £240 and i was able to do so - so ive put in my details picked the phone and tariff etc but its sent me a new number? how do i keep my old number as im only upgrading, its showing both phones on my bills - when will the old one stop and the new one start? 

[Cleoriff]

Hi @TMC You don't have to use the new sim...if the old one fits just put the old one in and you should be ok.

Or if already used you should just follow this process http://swapmysim.o2.co.uk/

Your old one should stop working and then you will be good to go.

Any queries just contact customer services https://www.o2.co.uk/contactus

[Anonymous]

If he is seeing both numbers on his bill then it’s not the SIM Swap thats a problem, instead of upgrading he was somehow set up with a new account. You need to call up and pay off the £240 on your device plan and ask customer service to migrate your number to the new account.

[MI5]

Yes, I’m afraid you now have 2 contracts running.
One needs to be paid off to avoid paying for both for another 9 months.
A guide to refresh and how to cancel here https://community.o2.co.uk/t5/How-to-guides/How-does-O2-Refresh-work/ba-p/1014093
https://community.o2.co.uk/t5/How-to-guides/Cancelling-Your-Contract-A-Guide/ba-p/566774#M56526

[Cleoriff]

I read it as the op had paid off the £240? . If not ...then apologies.

You need to pay that before you upgrade otherwise O2 will think you have just ordered a new device and new contract.

Ring customer services and they should sort it all https://www.o2.co.uk/contactus

[Anonymous]

I might be wrong too to be fair i thought it let him but didn’t ask him to pay in the end.

[MI5]

A new number is the clue.
An upgrade wouldn’t come with a new number.

[Cleoriff]

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@MI5 wrote:
A new number is the clue.
An upgrade wouldn’t come with a new number.

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No it would come with a blank sim....Back to bed Cleo...

[MI5]

Good night my dear 😛

[Cleoriff]

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@MI5 wrote:
Good night my dear 😛

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Nah I'll stay up now...this Australian flu has a lot to answer for!!:smileysad: