Change of sim.

[Jennie7]

I bought a new phone on upgrade so kept my number, went from 4g to 5g.   I put a new sim card in, went to settings and loaded everything.  This was Thursday.  This morning, Saturday, i checked and no network connection.  I took it to an o2 store who checked everything was set up and advised calling o2...do you think i can find a number or chat to someone online..no.

Anyway, i was advised to use my current phone to do all this as my new phone isnt connected.   I did and now i dont have a connection on my current phone and swapped the sim on my current one.   Upshot is, i now have 2 phones with no network connection and cant use them for calls.  Any suggestions please? 

[MI5 · Accepted solution]

@Jennie7 

You just needed to do a sim swap Guide: Sim Swap: a mini guide 2017 update 

You'll need to call customer service now.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to 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 someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Bambino]

@Jennie7 I'm absolutely astounded that you were given such bad advice when you went in store. Anyone with half a brain cell would have told you all you had to do was swap your sim. They could have done it for you while you were there and it would have been activated before you left the store. Really makes you wonder about the people O2 are employing.