sim issue after O2 took over Virgin

[Denise9]

Hi, O2 took over my Virgin pay monthly account. I was advised that I did not need to do or change anything. However I could no longer access the internet. I got a message saying I needed to add a Data Add on. I sought advice from the O2 shop who said I needed a new sim. Also the phone had no wifi calling ability so was advised to upgrade phone. I have now got a Samsung A13 5G and need to put a nano sim into it. I attempted to sawp my sim on the O2 site using the sim swapper but it wants a 13 digit sim serial no and the virgin one is only 12 digits. So it won't accept it. No one available on chat, I keep getting told to try later. 

can anyone offer any advice please? 

[Cleoriff]

@Denise9 

If you have never had a working O2 phone (as you came from Virgin) you need to follow this advice about 'porting in' to O2.

Guide: Migration & porting into O2 (It's the last section in the guide)

Be aware though that nothing happens today as it's a bank holiday.

Best of luck.

[MI5]

@Denise9 

Go back to the shop and ask them to activate the new sim for you.

Take photo ID with you.

The takeover process from Virgin to O2 automatically ports your number so no need for you to do it as the Virgin sim is already on the O2 network.

[Denise9]

Thanks both, managed to get someone on chat (on New Years Day) who sorted it and sent out a new sim.