Sim swap not activated after 24 hours into iphone

[Charlottec]

Hello, I've got a brand new iPhone from you yesterday and I'm trying to do a sim swap from my 4s to the 5s. It has now been 24 hours and nothing has happened! What is going on? What can you do to get my new phone working?

[vimpopat]

I've been waiting 2 days and still nothing despite a visit to a store and multiple live chats. Extremely disappointing.

[Charlottec]

I've just phoned 191 and spoke to someone in the upgrade department and he did it over the phone and it has now swapped over