New set up

[EmmaBrennan]

I have upgraded an old contract to an IPhone 12 mini for my daughter for a Christmas present. She currently has a pay as you go iphone 6plus. I have backed this up and used her Apple ID to set up the new iPhone 12 mini. I have put the SIM card in but the upgrade number doesn’t seem to have pulled through and I can’t make calls on it?

[MI5 · Accepted solution]

@EmmaBrennan 

The new sim is blank.

You need to do a sim swap from the old sim Guide: Sim Swap: a mini guide 2017 update 

or call O2 to activate the new sim.

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.
8.00am is the best time to call if you can.