jim760 Thank you for contacting the giffgaff Community.
It would appear that you have created a giffgaff account and activated this new SIM card and thus started a Brand New Account with a new number! This was not necessary but consequently you have now been given a new number (as if you were a New customer). I'm afraid that you cannot transfer giffgaff numbers between active giffgaff SIMs.
Therefore, to get your original Number back you will now need to do a SIM Swap following the procedure set out below:
Firstly, request via Agents to get this new SIM Refunded: https://giffgaff.com/support/about-giffgaff/right-to-cancel
Second, order another giffgaff SIM card: https://giffgaff.com/orders/free-sim
However, rather than wait for the replacement SIM to arrive by post you could do a SIM Swap straight away if you have any other giffgaff SIMs lying around (or can get your hands on one quickly) which hasn't been already activated. This is faster than requesting a Replacement SIM by post and will get you back up and running faster. You can also pickup a giffgaff SIM for about £1 from a number of High Street Stores like Poundland, Poundstretcher, B&M Stores, Tesco and other Stores.
When the SIM arrives, DO NOT create another new giffgaff account!
You must log into your OLD existing giffgaff account which has the number which you want to keep!
If you can't remember your old account login details go here https://giffgaff.com/support/lost-password to get a Password Reset link by email, you can use your mobile number or Membername in the field to request a Reset link for the account!
Once you are logged into the correct giffgaff account, please follow the SIM Swap procedure below:
There can be a delay when you do the SIM swap, so do it during a non-important time! It should be done and fully Activated again that day though, please remember SIM Swaps cannot be done between the hours of 9.30pm and 4.30am. Please be patient the SIM swap usually is completed in 30 minutes however, during busier periods it can take up to 24 hours to fully complete. It's a good idea you turn your mobile device off and on periodically to see if that helps.
If the SIM swap has not completed after 24 hours then you ask a giffgaff agent to investigate further. A giffgaff agent can be contacted simply by following this link https://support2.giffgaff.com/app/ask/SIM-and-number/Performing-a-SIM-Swap/form/.
Please note it can take up to 24 hours for a giffgaff agent to reply to your question.
PROCEDURE TO CARRY OUT A SIM SWAP
Once your new SIM is with you Login to your account https://giffgaff.com/dashboard and then go to this page: https://giffgaff.com/profile/details#simswap
Enter the 6 digit activation code on your new SIM card and click "Activate your SIM".
This is where SIM Swap starts. You'll be told that you are about to carry out a SIM swap. You can make sure that the new SSN codes match the new SIM (it is the code on the back of the sim card). All good? Then, press "Yes, I want to replace my SIM"
You will then be asked if you are sure you want to do a sim swap. Click "Yes I'm sure" to complete the process.
Once you have pressed "Yes I'm sure", you will be taken back to My giffgaff where your dashboard will read "We're activating your SIM".
Once the SIM is fully activated your phone number, goodybag and airtime credit will show.