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Help please. New sim isn’t yet activated and old one has been deactivated

Sparkle167
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I got my upgrade yesterday and new sim. I went through the sim swap process and the old sim is now deactivated but new one has yet to activate so I am completely unable to contact anyone now please help

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Cleoriff
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@Sparkle167  Keep rebooting your phone (turn it off and back on) Do this a few times.

That should do the trick.

*The Game Is On*

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Sparkle167
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Thank you. I’m keep trying that as sim swapped last night but no luck yet 😪

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Cleoriff
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Oh @Sparkle167 I'm going to tag one of our account advisors to see if they can help.  @O2Lisa are you able to help @Sparkle167 please?

*The Game Is On*

Girl in a jacket
Message 4 of 14
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Sparkle167
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@Cleoriff @Thank you. I called customer service and sadly I have to wait till 18.09pm tonight which is 24 hours since the sim swap. The old one can’t be reinstated so unfortunately I have no call or messaging access till then.  thanks for your help , I’ll keep restarting on the off chance it happens a bit earlier 

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Cleoriff
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@Sparkle167  You shouldn't have to wait that long at all! @O2Lisa should be on soon.

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Message 6 of 14
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O2Lisa
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Morning all, happy Friday 😁

Thanks for the tag @Cleoriff.

@Sparkle167 We do always have to advise up to 24 hours but I'll message you privately and have a look at your account for you😊

My working hours are Monday 08:00 - 18:00, Tuesday - Friday 08:00 - 14:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

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Sparkle167
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@O2Lisa @Thank you

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Hcun94
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Hi @O2Lisa I’m also having problems with sim swap, we rang yesterday at 4.30pm and my sim is still not activated could you please advise what I need to do thanks 

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Cleoriff
Level 94: Supreme
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@Hcun94I'm afraid @O2Lisa is off now for the weekend. I'll ask @O2Emma if she can help.

*The Game Is On*

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Message 10 of 14
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