Upgrade mobile phone but a new contract was created!

[Liale]

Hi all, I was overdue for upgrade. I found the phone that I wanted and I was asked to chose for a new contract that I chosen. I had the option of a physical sim which I chose. The phone is here, I have insert the new sim but is asking me for a PAC to activate and there is no option to close the existing contract to move to the new one. Spoke with SKY but the person did not look at my account and ask me to move the old sim to the new phone. There was no issue with the contract! But he did not seem to understand that my phone number is still with the old contract and the new contract has different options!!! Please help how do I sort this? 

[63johnw]

Hi @Liale  if you activate the new sim then that will have a new number. You can't directly port your old number to the new sky sim. If you haven't activated the new sim just put your old sim in the new phone. If you have  activated the new sim you will need to call sky to cancel it as you will be paying for two plans.