O2 does not recognise my new device.

[Liss1]

I have been with O2 for 20 yrs. My husband died in March and I decided to move from my Doro and take over his S7 Edge. After weeks of difficulties, my old SIM number was finally swapped but now O2 tell me that the device is not registered. I cannot receive calls and the signal is very poor. O2 are accepting money and bolt-ons but not say the phone doesn't exist. How do I move the S7 Edge onto my account please? I've sent the IMEI number,   

[madasaf1sh · Accepted solution]

@Liss1 

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.