new phone but no network showing

[lou25]

Hi I have jusy received a new phone and I have tranferred data etc successfully. Wifi is working but I can't make calls on the phone, no network is showing ye - is this normal and I just have to wait for it to switch over or is there something I need to do?

[MI5 · Accepted solution]

@lou25 

You need to use your old sim or do a sim swap to use the new sim Guide: Sim Swap: a mini guide 2017 update 

[jonsie]

Use your old sim if this is an upgrade

If not you will need to call customer service

Guide: How to find help & contact O2 

Guide: Coronavirus Community Help and Support 

[lou25]

Thank you!

[MI5]

You're welcome

[jonsie]

you're very welcome

[lou25]

ok so I did the swap text and the phone service has been switched off on my old phone, however I still, after 24 hours, don't have any service on the new one. After holding for ages (using someone else's phone) this morning I was told transfer could take up to 24hrs. Any tips before I brace myself to wait on hold for ages again??

Thanks

[MI5]

@lou25 

Rebooting your phone often helps but if nothing has happened by the morning, you may have a faulty sim, so a visit to your local store for a new one may be required.

[lou25]

thanks - will try that!

[MI5]

Good luck