Sim swap issues

[Chka]

I am trying to keep my original o2 number and go from pay as you go to a monthly contract. I have been given the new SIM card however despite texting the 20220 it still doesn’t work. I have tried completing the form online aswell and it still isn’t working. I am now paying for a monthly contract and I’m not even able to use. I tried calling but they are not taking the call- they’re only answering calls for people that want to start new contracts. I have no idea what to do now.

[jonsie]

Are you not able to use your old sim card?

Has the original simcard lost the connection yet?

Try calling on any of the numbers here

Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808

[O2Stacey]

Hi @Chka 

This is not something we can help with on the Community forum as we dont have access to any accounts. When did you fill out the form? Please keep in mind things can take a bit longer due to the Bank Holiday and the current pandemic. See the link to the O2 website for info about keeping your number. 

https://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

Guide: Coronavirus Community Help and Support 

Hope this helps 

Stacey  

[Chka]

The original SIM card hasn’t lost its connection yet. I am able to use my original SIM card however I bought the monthly contract so I can use the data.

[Chka]

The first time I tried the form and asking for help was on the 4th of April. I still haven’t received any news on the SIM card and the original SIM card still has it’s connection.

[O2Stacey]

@Chka Did you fill out the form on the link i attached? If not, fill in the form and submit. If that was the form you tried before you will have to persevere in your attempt to contact Customer services (although it might be worth filling the form in again).

The text you were trying will not migrate a pay as you go number onto your contract so dont focus on that.

https://www.o2.co.uk/covid-19

Stacey  

[jonsie]

Everything will have transferred to your old sim card anyway if it's an O2 card, that is your new tariff and data.