topic Re: Activating a replacement SIM in Archived Posts

Activating a replacement SIM

Robert71 — Tue, 17 Nov 2020 15:31:05 GMT

Recently upgraded. There was a problem with the new phone and it is out for repairs. While waiting for that I asked if the old phone could be reactivated. I have received a new SIM card. How do I activate this without a phone? I don't currently have a landline, just my deactivated old phone.

Thanks.

Re: Activating a replacement SIM

bristolian — Tue, 17 Nov 2020 15:43:30 GMT

Hi @Robert71

If you follow the link in point 2 of how do I activate my new SIM - EE help , you should be able to activate your new SIM online.

Re: Activating a replacement SIM

Robert71 — Tue, 17 Nov 2020 15:58:51 GMT

Thanks for replying. I have seen this screen already. It requires an old phone with the old SIM and a new phone: it looks as if the activation code is sent to the old phone. I have one deactivated phone that I want to reactivate, but can't send or receive messages.

Re: Activating a replacement SIM

Leanne_T — Tue, 17 Nov 2020 16:29:32 GMT

Hi @Robert71

Thanks for coming to the community.

If you have a pay monthly account, I'd recommend getting in touch with our live chat team so they can look into your account and get the SIM registered.

Thanks.

Leanne.

Re: Activating a replacement SIM

Robert71 — Tue, 17 Nov 2020 16:58:00 GMT

Just tried the Web Chat. It's not currently available. I might try later.

The issue has become slightly more important. Since asking the original question the new phone has been returned and it's still unusable. (The SIM was jammed in the slot and not being recognised; it hasn't been removed, and the EE support won't repair it as they view this as physical damage). They suggest I need a new phone. Less helpfully they suggest I do this by calling at any store or phoning for help. I would be grateful if you could post a link for obtaining a new phone. Otherwise I might as well revert to the old contract and the old phone.

Re: Activating a replacement SIM

Leanne_T — Tue, 17 Nov 2020 17:03:43 GMT

Hi @Robert71

Do you have another number we can call you on at all?

Please don't post this if you do.

Thanks.

Leanne.

Re: Activating a replacement SIM

Robert71 — Tue, 17 Nov 2020 17:09:05 GMT

I don't have another number. Howver, I have now got through to web chat for the activation.

Re: Activating a replacement SIM

Leanne_T — Tue, 17 Nov 2020 17:17:17 GMT

Hi @Robert71

Have they been able to help you with the phone that has been returned as well?

Thanks.

Leanne.

Re: Activating a replacement SIM

Robert71 — Tue, 17 Nov 2020 17:21:45 GMT

I'll have to do that on a different session. I think they've solved the activation problem (I'll know in the next 24 hours).

Re: Activating a replacement SIM

Leanne_T — Tue, 17 Nov 2020 17:40:24 GMT

Hi @Robert71

Once your SIM is activated, please get in touch with our Tech Gurus they will be able to help you with your phone that has been returned,

Leanne.

Re: Activating a replacement SIM

Robert71 — Tue, 17 Nov 2020 17:44:53 GMT

OK, thanks. I'll try that.

Re: Activating a replacement SIM

Leanne_T — Tue, 17 Nov 2020 17:49:40 GMT

Let me know how you get on @Robert71

Thanks 🙂

Leanne.