New phone new sim same number sim not working

[Andy59]

Hi, 

my wife  recieved her new Samsung A21s yesterday (6th jan) along with a new sim. She has put the new sim in the phone, restored the back up from Google cloud of all her old phone settings, turned the phone off and on again but the sime does not appear to be working. She cannot call or text but she can use Messenger. I know it can take up to 24 hrs for the sim to come on line but it is usually much quicker than that. It has been about 16 hrs now and nothing. 

Please help!

Thanks, Andy

[MI5]

@Andy59 

You need to use the old sim card in new phone or do a sim swap from the old one to activate the new one Guide: Sim Swap: a mini guide 2017 update 

[Andy59]

Thanks,

however the old phone went in the washing machine and the old sim appears to be too small to fit in the new phone!

[Cleoriff]

@Andy59 

Then you'll need to call O2

Numbers here Guide: Coronavirus Community Help and Support 

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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

[Andy59]

Thanks, I though we might have to talk to somebody

[MI5]

Sim cards usually survive a wash @Andy59 

You can use an adapter if the old sim is too small (unlikely though as most use a nano sim these days).

The parts not used from your new sim can be used with your old sim.

[Andy59]

Thanks we will give it a go