topic Re: Replacement SIM card not connecting - Stolen phone in SIM cards & Porting

Replacement SIM card not connecting - Stolen phone

Nkolmar — Fri, 19 Jan 2024 22:18:29 GMT

Hello, I had my iPhone 15pro stolen 5 days ago and ordered a replacement SIM card which arrived today. I inserted it into my old iPhone 13pro and even though it was recognised (asked for PIN code etc) it’s not connecting to the network. Please can someone help as all three EE stores I’ve visited have been the most unhelpful 😩 many thanks!

Re: Replacement SIM card not connecting - Stolen phone

Katie_B — Sat, 20 Jan 2024 07:13:18 GMT

Hello @Nkolmar.

I am sorry to hear your phone was stolen.

What PIN code is your phone asking for? is this a PUK code, Network Unlock Code or a Passcode?

Katie

Re: Replacement SIM card not connecting - Stolen phone

Nkolmar — Sat, 20 Jan 2024 09:31:19 GMT

Hello, thank you. It was brand new as well 🥲 It’s asking for the card SIM code, the one that was on the little envelope the card was delivered in. I’ve changed it to my old SIM now but the card is still not connecting to the network.

Re: Replacement SIM card not connecting - Stolen phone

Katie_B — Sat, 20 Jan 2024 09:53:39 GMT

Hi @Nkolmar.

Oh no 😞 I must admit there is no worse feeling than losing your phone, it's happened to me before.

Could you try entering 1111?

SIM PIN information can be found HERE.

Speak soon,

Katie

Re: Replacement SIM card not connecting - Stolen phone

Nkolmar — Sat, 20 Jan 2024 09:55:18 GMT

Thanks Katie. That’s the code I used originally and it didn’t work unfortunately.

Re: Replacement SIM card not connecting - Stolen phone

Nkolmar — Sat, 20 Jan 2024 10:12:36 GMT

Is it possible that the SIM card I was sent is damaged?

Re: Replacement SIM card not connecting - Stolen phone

Katie_B — Sat, 20 Jan 2024 11:04:39 GMT

Thanks for trying @Nkolmar.

I don't believe the SIM is damaged as it's been recognised.

Are you able to contact our customer care team from a different phone?

Katie

Re: Replacement SIM card not connecting - Stolen phone

Schockwave — Sat, 20 Jan 2024 13:18:45 GMT

@Nkolmar , If you have something like Skype, you can ring customer service for free:

08000798586

Re: Replacement SIM card not connecting - Stolen phone

Nkolmar — Sat, 20 Jan 2024 15:20:37 GMT

Thanks so much I’ll try that.

Re: Replacement SIM card not connecting - Stolen phone

Schockwave — Sun, 21 Jan 2024 11:50:07 GMT

@Nkolmar , you are welcome, hope you got it sorted ok.