Changed contracts and no service!!

[Anonymous]

I changed from payg to monthly taking an iPhone 5s a week ago wanted to keep my old number 4 times o2 tried to swap my number didn't work ,eventually I did it with text service simswap but payg tariff is on phone and not monthly. Keeps asking me to top up my Samsung ? I'm on pay monthly iPhone..o2 online service has been dreadful. So no calls no texts for 8 days now and o2 saying nothing is wrong!!!

[Bambino]

Sorry to hear of your problems @Anonymous, but this is a customer to customer forum, and as such, no one here has access to anyone else's accounts. You'll just have to keep calling customer service and hope that you find someone who understands the issue and can rectify it. You can also try via Live Chat, but we normally recommend calling and speaking to someone. Best of luck.

Edit: As your account is currently showing Pay & Go you will probably be charged for the call to CS. Be sure to ask them to reimburse you for the calls, as calling CS on Pay Monthly is free.

[adamtemp64 · Accepted solution]

You need to use the keep my number form and not swap my sim . http://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number use the payg to pay monthly option

[jonsie]

You really need to call 202 again and keep calling until someone checks your account. Something is amiss, quite apart from probably being put on a blackberry tariff.

[MI5]

All you've done is swap your PAYG from one sim to another.
You need to call CS to get it done correctly

[evantkh]

If you are doing the change at an O2 Store than there may be some problem with the activation. I think you have to go back to the same store.

[MI5]

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@evantkh wrote:
If you are doing the change at an O2 Store than there may be some problem with the activation. I think you have to go back to the same store.

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If you read the thread you will see that @Anonymous has done a "sim swap" which transfers all the data from one sim to another - in this case a PAYG to PAYG sim.

As pointed out already it should have been a "keep my number" transfer which would have transferred the PAYG number to the contract sim.

A call to cs is now required to resolve this and a new contract sim will be required.