Sim swap

[EmilyH]

Hello. I did a sim swap yesterday about 5pm but it still hasn’t gone active so I have no network on either new or old phone.
How long does it normally take?

[rbot600 · Accepted solution]

Hi Emily,

Usually a SIM swap should occur rather quickly. I would suggest calling the O2 team and they should be able to process the swap manually for you.

Thanks,

Richard

[Cleoriff]

@rbot600 

Keep rebooting your phone. When your old sim loses connection your new one should start working pretty quickly after that.

If not then contact O2 as advised above. Various numbers here

Call 202 from your mobile or 0800 032 1402

All other numbers and methods of contact are in this guide

Guide: Coronavirus Community Help and Support 

Use Skype to call if you are unable to use your phone

When you call, you will be asked for 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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call.