topic Re: My sim card was badly bent. I requested a replacement which doesn't work in Archived Posts

My sim card was badly bent. I requested a replacement which doesn't work

kjj2020 — Tue, 16 Mar 2021 14:23:21 GMT

Last week I badly bent my EE sim while transferring it from one phone to another.. I rang the helpline and they took all my details and said they would send a new undamaged sim with my same number.

The sim arrived today along with a letter with a PUK code and a 4 digit pin telling me to goto ee.co.uk/simswap . The letter clearly states that if the new sim is simply to replace a damaged on it should work straight away but it doesnt

Whats going wrong?

Re: My sim card was badly bent. I requested a replacement which doesn't work

Leanne_T — Tue, 16 Mar 2021 15:20:05 GMT

Hi @kjj2020

Welcome back to the community.

Do you have signal showing on the new SIM card?

Thanks 🙂

Leanne.

Re: My sim card was badly bent. I requested a replacement which doesn't work

kjj2020 — Tue, 16 Mar 2021 16:33:55 GMT

No I have a little x on the signal (which is greyed out. The phone number in android is showing as

EE -

0000000000

Re: My sim card was badly bent. I requested a replacement which doesn't work

Alex_S — Tue, 16 Mar 2021 17:53:00 GMT

Hi @kjj2020,

If your old SIM card is damaged, the only way to check if the new SIM card is active is to call our customer care team.

Alternatively, you could register the new SIM card online and this will activate within the next 24 hours.

Alex 🙂

Re: My sim card was badly bent. I requested a replacement which doesn't work

kjj2020 — Tue, 16 Mar 2021 20:59:10 GMT

The sim card is showing the network as EE in the phone but with a phone number of 11 zeros.

The signal bar has an x on it and is greyed out (the 3 sim signal bar next to it is fine)

The "Register the new sim link" only tells me that the sim should already be working because it's a replacement for a damaged sim card.

Then it tells me to ring 150 but I can't ring that from a non-ee sim. My backup sim is the 3 network

Re: My sim card was badly bent. I requested a replacement which doesn't work

James_B — Wed, 17 Mar 2021 07:51:16 GMT

Hi @kjj2020,

You can call Customer Care from another phone on 0800 079 8586.

Hope this helps.

James