Help please. New sim isn’t yet activated and old one has been deactivated

[Sparkle167]

I got my upgrade yesterday and new sim. I went through the sim swap process and the old sim is now deactivated but new one has yet to activate so I am completely unable to contact anyone now please help

[Cleoriff]

@Sparkle167  Keep rebooting your phone (turn it off and back on) Do this a few times.

That should do the trick.

[Sparkle167]

Thank you. I’m keep trying that as sim swapped last night but no luck yet 😪

[Cleoriff]

Oh @Sparkle167 I'm going to tag one of our account advisors to see if they can help.  @O2Lisa are you able to help @Sparkle167 please?

[Sparkle167]

@Cleoriff @Thank you. I called customer service and sadly I have to wait till 18.09pm tonight which is 24 hours since the sim swap. The old one can’t be reinstated so unfortunately I have no call or messaging access till then.  thanks for your help , I’ll keep restarting on the off chance it happens a bit earlier 

[Cleoriff]

@Sparkle167  You shouldn't have to wait that long at all! @O2Lisa should be on soon.

[O2Lisa]

Morning all, happy Friday 😁

Thanks for the tag @Cleoriff.

@Sparkle167 We do always have to advise up to 24 hours but I'll message you privately and have a look at your account for you😊

[Sparkle167]

@O2Lisa @Thank you

[Hcun94]

Hi @O2Lisa I’m also having problems with sim swap, we rang yesterday at 4.30pm and my sim is still not activated could you please advise what I need to do thanks 

[Cleoriff]

@Hcun94I'm afraid @O2Lisa is off now for the weekend. I'll ask @O2Emma if she can help.