Deactivating Old SIM Card

[Add_11072]

Hi All, 

I am a billpay customer and recently got an upgrade. Within the 3 store the team activated my new SIM and inserted this into my new android Samsung A53. 

However, I cannot seem to get calls through my new phone even though it appears to call.

Is this due to the old SIM not being deactivated?

I understand that I do not have to activate the new SIM as this was done already instore. It has now been 48+ hours since I obtained the upgrade. 

Does anyone have any ideas or insight?

[Three_Shane1]

@Add_11072 Hi there, just to confirm with you is the only service affected receiving calls? Are you able to send & receive text messages, use your mobile data, & make calls with no trouble? Have you tried taking your SIM out & putting it in another phone to see if you're able to receive calls?