sim swap fail

[Anonymous]

I'm on a pay monthly bill and I ordered a new SIM deal on pay monthly, I tried to do a SIM swap via text but said it couldnt progress the swap so then tried via link online but it said swap was already in progress and now on my o2 it has both mobile numbers, so what do I do? Am I going be billed twice each month or will swap eventually take place? Advice?

[MI5 · Accepted solution]

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@Anonymous wrote:

Advice?

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Call CS in the morning and get them to look at what's going on with your account.

8.00 - 8.30 is best to call as it's quiet then.

http://www.o2.co.uk/contactus

[jonsie]

Definitely call them. You shouldn't have needed a sim swap if you are only changing tariff, unless this is in addition to your current pay monthly account. All changes would have been done on the system.

[MI5]

Did you want 2 contracts.
If you just ordered a new sim they would have added it to your current account.
If you wanted just one it should have been done as an upgrade.

[Anonymous]

I ordered it via the upgrade section on the o2 website which followed from upgrades in my o2 app and got new SIM in mail, I assumed it a straightforward number swap and tariff would change to new one, wonder if worth pop in-store after work tomorrow and see if can cancel one of them for me

[jonsie]

They can possibly help but they would more than likely put you through to customer service. Your best option really is to call in the morning before work. Don't be tempted to use live chat.

[MI5]

Calling really is best.
If you go in store they will only call CS anyway.

[Bambino]

@Anonymous If your sim in your old phone was the same size you needed for your new phone, there wasn't any need for you to do a swap. Call customer service this morning as has been advised.

[MI5]

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@Bambino wrote:

@Anonymous If your sim in your old phone was the same size you needed for your new phone, there wasn't any need for you to do a swap. Call customer service this morning as has been advised.

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The issue is that there are 2 numbers showing in their MyO2 which looks like it didn't go through as an upgrade.

[gmarkj]

are/were you on a refresh deal previously?
if yes, have you paid off the device plan?
if no, then had you reached the end of your contract?

if you have not paid off the device plan then you will not be able to swap your number over.