sim swap not working

[hmmmdingo]

hi, i rang yesterday o2 customer sevices to do a sim swap.

i was told it would take up to 24 hours. it has now gone beyond this and i have had no phone for all that time

whenever i ring customer services the automated response keeps cutting me off!!#

i tried a online chat but kept being told that all the workers are busy.....for the last 4 hours apparently

its now too late to speak to someone so i now have to wait til tomorrow to try and speak to someone again

why is this taking so long???

[MI5]

@hmmmdingo 

Have you rebooted your phone?

[hmmmdingo]

yes 4 times so far

[MI5]

You may have a faulty sim then @hmmmdingo 

You'll need to call customer service. 8.00am is the best time to call.
Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, 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.

[hmmmdingo]

thanks for you help. however the sim worked perfectly fine in my old phone yesterday. its the same sim i had, i am just keeping the same number

[MI5]

Sorry @hmmmdingo 

I'm not following?

A sim swap moves you from one sim to another?

[hmmmdingo]

they called it a sim swap

took out a new contract having been sim only for years. was assigned a new number but i said i wanted to keep my original number. they called it a sim swap, but it seems like they have just disconnected the number and not turned it back on!!

sorry for the confusion

[MI5]

@hmmmdingo 

You could have just used your old sim in the new phone as your tariff is upgraded on your account which the sim replicates.

I guess you have another sim card that came with the phone?

If so, try that to see if they switched you to that sim.