topic Re: Replacement sim for a new device in SIM cards & Porting

Replacement sim for a new device

lgslkhskl — Tue, 09 Aug 2022 12:05:39 GMT

I need a new 3in1 sim card to fit a new device as my current sim is the older large style. On the ee-order-replacement-sim-page I'm asked to give the phone number I want on the new card, which I give, but get an error message "An account holder for this number already exists".

So how do I get a new sim, if not for my own number (!!!), and can I move my credit on the process?

Thanks.

Re: Replacement sim for a new device

Leanne_T — Tue, 09 Aug 2022 13:44:05 GMT

Hi @lgslkhskl

Thanks for coming here.

Is this an EE SIM card that you have at the moment?

Speak soon 🙂

Leanne.

Re: Replacement sim for a new device

lgslkhskl — Tue, 09 Aug 2022 13:53:21 GMT

Hi, and thanks for your reply.

SIM was issued by Orange but I did get the notifications and texts I'd been moved to EE at the time of the changeover. And number still active.

Re: Replacement sim for a new device

Leanne_T — Tue, 09 Aug 2022 14:15:12 GMT

Hi @lgslkhskl

Are you logged into your My EE account when you try and order a replacement SIM?

Leanne.

Re: Replacement sim for a new device

XRaySpeX — Tue, 09 Aug 2022 14:42:42 GMT

When texting NUMBER to 150 what network does it say you are on?

Re: Replacement sim for a new device

lgslkhskl — Wed, 10 Aug 2022 13:49:06 GMT

Yes.

Re: Replacement sim for a new device

lgslkhskl — Wed, 10 Aug 2022 13:50:02 GMT

EE.

Re: Replacement sim for a new device

James_B — Wed, 10 Aug 2022 14:04:01 GMT

Hi @lgslkhskl,

Are you trying to order your SIM at myaccount.ee.co.uk/app/order-sim/?

James

Re: Replacement sim for a new device

lgslkhskl — Wed, 10 Aug 2022 15:35:01 GMT

Hi James_B

Yes - that's the page I've been trying to order from. Although, the prior page states to use this process to request a replacement sim for a new device as well as the lost/stolen stuff here.

Thanks, Als.

Re: Replacement sim for a new device

Jon_K — Wed, 10 Aug 2022 16:42:59 GMT

Hi @lgslkhskl.

If you try to order a SIM under the lost/stolen category, it would cut off your current SIM card.

If you're unable to order online, are you able to get to your local EE Store or give us a call?

Jon

Re: Replacement sim for a new device

lgslkhskl — Wed, 10 Aug 2022 16:45:28 GMT

I've followed your link James with a completely different outcome which appears to have worked/confirmation that a new combi sim with my number is on its way.

Thank you.

Re: Replacement sim for a new device

Jon_K — Wed, 10 Aug 2022 16:47:55 GMT

Thanks for letting us know it's sorted, @lgslkhskl

Re: Replacement sim for a new device

lgslkhskl — Thu, 11 Aug 2022 16:41:57 GMT

Thanks for your replies.

Update: that wasn't the solution at all. I today received an email from ee (John xxxxxx) stating there is a problem with the details I provided (only to confirm name and address to send sim to) and that I must phone them to proceed.

I'd no idea this would be so involved. Before calling, does anyone know what the next problem could be? - bcos I've had enough of this muddle and don't need feel up to the worry and concern this is now causing.

[Mod edit: Removed employee's surname.]

Re: Replacement sim for a new device

Alvin2017 — Sun, 25 Dec 2022 17:03:45 GMT

Hi can have replacement sim please number xxxxxxxxxxxxxxx

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Replacement sim for a new device

XRaySpeX — Sun, 25 Dec 2022 16:47:24 GMT

Take phone & old SIM into an EE shop with Photo ID & they'll transfer number, any SIM contacts & credit if applicable to a replacement SIM of correct size for free or order a replacement SIM online at Order a replacement SIM for £1.50 or phone CS for one. It will come as a Combi-SIM with all 3 sizes as push-outs.

You can only use the online form when you just need a different sized SIM for a new phone.