Sim swap/activatiion

[Sillymum]

Ordered and received a new sim from o2 shop in Ashford as my old sim was damaged when my phone broke.  Have found a spare phone, put the new sim in and phone didn't recognise that was a sim in the phone.  Pulled out sim, then tried it in another spare phone, but comes up no service.  

I am currently on a sim only plan on mobile number.  I was hoping to do a sim swap so that I can continue with my current sim only plan. I am beginning to think that this sim maybe faulty. Can you help me? 

Julie Epsley

[Bambino · Accepted solution]

@Sillymum You can't do a sim swap if your old sim is damaged. You need to either go in store (if you have one nearby) with identification or you need to call customer service.

You can use Skype to call any of the free numbers

All other numbers and methods of contact including how to use Skype are in this guide:

Guide: Coronavirus Community Help and Support 

When you call, you will be asked for 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.

8am is the best time to call