New mobile hotspot router- trying to swap sim

[Leah23]

New mobile hotspot router that I’m trying to add sim to. It’s telling me to swap sim? Yet is new device and new sim with same number. 

Cannot swap as cannot receive the security message to the device and o2 not giving other options 

[MI5 · Accepted solution]

@Leah23 

The new sim is blank until activated.

You can put it in a phone to do the sim swap Guide: Sim Swap: a mini guide 2017 update 

Or contact O2.

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Guide: How to find help & contact O2