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MirrorMirror
Beginner

on ‎08-04-2021 19h44

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Message 1 of 2

Mistake On Order

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Hi Everyone

I'm hoping someone might be able to help.

I ordered a new mobile as an existing customer and two options popped up. One was to upgrade my existing sim to 5g, the second was to get a new sim plan.

I thought I had selected the first option to just upgrade my existing sim, but checking the order details BT are sending me a new sim!

I think the check mark must have shifted when I scrolled up the page, is there any way to to cancel the new sim and just upgrade my plan?

Or merge the two plans together keeping my existing number?

Any advice much appreciated!

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NeilO
Moderator-Retired

‎08-04-2021 20h13 - edited ‎08-04-2021 20h13

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Message 2 of 2

Re: Mistake On Order

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Hi @MirrorMirror welcome to the community and thanks for posting, I'm sorry about that. I believe the order will need to be cancelled and reissued so that your number remains the same.

If you give the BT Mobile team a call on 0800 800 150 they'll be able to make any arrangements needed to get that sorted. They're open to 9PM tonight and will be available again in the morning from 8am.

Thanks

Neil

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