Solved: sim swap fail - Page 2

Anonymous · ‎19-04-2016

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?

Bambino · ‎20-04-2016

@MI5 wrote:
@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.
The issue is that there are 2 numbers showing in their MyO2 which looks like it didn't go through as an upgrade.

Ah, okay. I misunderstood.

I DO NOT WORK FOR O2

Martin-O2 · ‎20-04-2016

@Anonymous Did you speak to CS this morning regarding your sim swap issue?

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Anonymous · ‎20-04-2016

@Martin-O2

I did talk to them and they put it through but it's not happened yet still using current SIM with my number and both numbers are still showing in my o2 app, wondering if easier just to cancel new SIM as still within 14 days?

MI5 · ‎20-04-2016

Changes don't happen instantly on your MyO2.
The systems don't update until midnight each day, so I would give it a day or so first before panicking.
You have plenty of time to cancel if needed.

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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Martin-O2 · ‎20-04-2016

@Anonymous What @MI5 said. Give it till tomorrow and let us know if the swap has taken place or not.

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→ Access for You: Registration - Find out how to register for our Access for You service.
→ Just joined the community or thinking of registering? Check out this handy starter guide!
→ Have a query about your account? login to My O2 for help

If you'd like to take part, why not register?

Anonymous · ‎21-04-2016

@Martin-O2 that's now been more than 24 hours and both numbers still showing on my o2 for pay monthly

Martin-O2 · ‎21-04-2016

Sorry to hear that @Anonymous Have you chased this up with customer services yet? If so what did they say?

→ COVID-19 support - Help and support from O2 during the lockdown
→ Access for You: Registration - Find out how to register for our Access for You service.
→ Just joined the community or thinking of registering? Check out this handy starter guide!
→ Have a query about your account? login to My O2 for help

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MI5 · ‎21-04-2016

Did you confirm how many contracts are running on your account, 1 or 2 ?

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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎24-04-2016

@Martin-O2 @MI5

I went into the o2 shop on Friday and got my number was wanting to keep upgraded and they said had phone customer services to cancel other SIM so I phoned and guy said wait few days cause chance it would get cancellrd out cause upgraded other number, but not sure works like that? So give them phone back in a day

MI5 · ‎24-04-2016

You'll be able to see what's happening in your MyO2.

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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

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