New phone, new sim, rollover contract - "emergency calls only"

[Jayce_k]

Hello and thank you in advance of reading about this setback I'm having.

I'm a pay monthly customer and recently ordered a new phone, new sim and changing to a more suitable tariff whilst retaining my number.

I've got the new sim in the new phone, downloaded and installed all relevant updates however my phone displays in the top left "emergency phone calls only".

Not sure if I've missed anything in the setup or transfer.

Can anyone shine some light on this problem?

Cheers if you can help.

[jonsie · Accepted solution]

Just use your old sim if possible @Jayce_k 

[Jayce_k]

Thanks for the reply. Unfortunately its not an option I can explore at the moment.

Is there anything else that can be done?

[jonsie]

If you don't have your old sim then you have to call

Guide: Coronavirus Community Help and Support 

Guide: Sim Swap: a mini guide 2017 update 

[Jayce_k]

Ok thanks. I'll give O2 a buzz tomorrow.

[Anonymous]

@Jayce_k 

Is there anyone else in your household that uses O2 or one of the O2 hosted MVNOs (giffgaff, Sky, Tesco, Lyca off the top of my head). are they having a similar problem?

If they are or there's noone you can ask then go to https://status.o2.co.uk/ to see if there's an open fault or report one if there isn't, please note there is no timescale for correcting any faults because very often engineers have to negotiate access with landlords and there's the addtional complications caused by the current situation of course.

If they are working and you've followed @jonsie 's advice to no avail see the links provided to contact Customer Services.

[Jayce_k]

Hi!

Thanks for asking.
Not at the moment, my wife is on a PAYG with EE at the moment.

[Jayce_k]

After some searching I relocated the SIM card from the old phone and it fits.

As far as I can tell, its working normally.
Thanks for everyone that took time to read and leave a reply.

[jonsie]

You're welcome @Jayce_k