topic Re: 2nd attempt with new SIM in SIM cards & Porting

2nd attempt with new SIM

anniewat — Wed, 19 Nov 2025 11:10:33 GMT

Hi there. I got a new phone which needed a different SIM as the old one didn't fit. Managed to eventually chat with a representative who after a long time issued an eSIM...it arrived, didn't work. I ordered a new physical SIM (both have individually cost £1.50 delivery charge) which arrived this morning, doesn't fit. I have no SIM so can't call them and also can't chat because I can't use texts. I've arranged an appointment in store for Saturday but am now concerned thst they won't be able to give me a new SIM (and get it working!) because I haven't ordered one to be sent to the store. Any advice please...this is affecting my business as can't contact people other than through WhatsApp

Re: 2nd attempt with new SIM

XRaySpeX — Wed, 19 Nov 2025 11:34:56 GMT

EE's physical SIMs come as a Combi-SIM with all 3 sizes as push-outs. You ought to be able to push out the size you want.

Re: 2nd attempt with new SIM

bristolian — Wed, 19 Nov 2025 12:02:56 GMT

@anniewat wrote:
I have no SIM so can't call them

You don't need a working EE phone to contact CS. 07953 966150 can be dialled from any working phone.

The advice regarding replacement SIMs being supplied in multi push-out format is your resolution though, what make & model is you new phone?

Re: 2nd attempt with new SIM

anniewat — Wed, 19 Nov 2025 12:23:07 GMT

Hi there. Tries the number you sent...I only have my mobile and the number doesn't connect because I don't have a working SIM...I have no other phone to call it from.

None of the push outs of the SIM fit either...have tried them all. My nee phone is a Samsung Galaxy Z Flip3.

Re: 2nd attempt with new SIM

XRaySpeX — Wed, 19 Nov 2025 12:28:38 GMT

That takes a nano-SIM, the smallest of the push-outs. It must fit! You sure you are inserting it the right way round?

Re: 2nd attempt with new SIM

anniewat — Wed, 19 Nov 2025 12:37:48 GMT

Tried that. Need a PIN to activate it and need my old SIM for that which is also not working anymore.

Re: 2nd attempt with new SIM

Ritu_D — Thu, 20 Nov 2025 13:55:18 GMT

Hi @anniewat

Thanks for coming back to us and explaining your situation.

As your old sim card is no longer working to receive a one time pin, you would need to Contact Us to activate the new sim card.

You can pop into a nearby store to get help with this if you do not have a phone to use to get in touch. I know you have mentioned in your earlier post you have made an appointment for Saturday, if you pop into a store before hand make sure you take in ID and they will be able to assist you further.

Thanks

Ritu

Re: 2nd attempt with new SIM

chrisjp1 — Thu, 20 Nov 2025 15:46:53 GMT

SIMs come in 3 sizes and your new phone requires the nano-SIM which is the smallest. The SIM in your old phone was either that size (most likely if the phone wasn't too old), or was one of the 2 larger formats, and you should have been able to push out the smaller nano-SIM from it.

However, I guess that, because you were unable to do this and you requested a new SIM, your old one was de-activated by EE. That is normal security practice. When the new SIM was sent to you, you should have been sent an activation PIN by EE separately. Did you check the Spam folder in your emails - it might have gone there?

If you have no activation PIN, you'll need to request one from EE - and this might entail them sending you another SIM but, as Ritu_D says, this can probably be sorted out at an EE store - if you are able to provide some ID so they can access your account.