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O2 SIM Swap

Harli
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Last weekend my husband tried to upgrade his phone. They only had one of the brand/colour he wanted and they couldn’t sell that to him as it was in someone’s online basket. So they ordered him the phone and it arrived today with a new 5G sim. He was told to send SWAP to 60220 but he’s tried that four times and the text fails to send every time. We couldn’t work out how to swap the sim via My O2 so he’s going to the store on Saturday to ask them to swap it. He doesn’t drive and his passport has expired. Will they swap the sim using an expired passport as ID or can they verify his identity some other way? Thanks 

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MI5
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@Harli 

You need to send the first text from the old sim

Guide: Sim Swap: a mini guide 2017 update 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
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MI5
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@Harli 

You need to send the first text from the old sim

Guide: Sim Swap: a mini guide 2017 update 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Harli
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Hi

 

He was using the old sim to send the message. 

Thanks 

 

 

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MI5
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@Harli 

No reason why it shouldn't send. Does the old sim work in the new phone as that can be used if so.

The place in his MyO2 is as shown below.

esim install.jpg

and valid photo ID will be required if going in store.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Harli
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Hi

 

We haven’t put the new sim in the new phone yet. I tried sending the message myself from his old phone (just incase it was user error) but it wouldn’t work for me either. No idea why it’s not sending as he can send other messages OK. Thanks for the screenshot, I now see where the sim section is. 

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MI5
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I guess it's possible that the new sim has been activated already.

Worth trying it in the new phone at least?

Good luck @Harli 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Harli
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All sorted and thanks for all your help. It was actually easier than I thought. The sim swapped instantly and the new phone was set up and working really quickly. Phew 

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MI5
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Good news @Harli 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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