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Struggling to transfer my number

username482829
Level 1: Joiner
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I am trying to transfer my number from one o2 sim to another o2 sim. I have been trying to use the online form but repeatedly get reasons why this won't work. The recent one is "the no notes found in customer history wherein both the customer agreeed to do transfer of ownership". There is no instructions as to how I am meant to do this and I cannot find anything on my account to do this.
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Cleoriff
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@username482829 

Have you done a sim swap?

Guide: Sim Swap: a mini guide 2017 update 

If this doesn't help then you need to contact O2 Guide: Coronavirus Community Help and Support 

Veritas Numquam Perit

Girl in a jacket
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username482829
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I don't know when a sim swap is appropriate. I have had my new sim for a new months now and I assumed it was for brand new sims.
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Cleoriff
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@username482829 

You should call customer services and ask them to migrate your number to the new sim.

Guide: How to find help & contact O2 

Live chat is back online today in a limited capacity. They may be able to do it.

Veritas Numquam Perit

Girl in a jacket
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username482829
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I'd prefer to do it online but I don't understand what they mean by no notes.
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