topic Re: Sim card in SIM cards & Porting

Sim card

Jessieleach — Sat, 18 Apr 2026 13:59:14 GMT

I went on a cruise and used an e sim and I cannot use my SIM card now I’m back in uk - I tried everything (I saw online that my SIM card could be deactivated) and so I have gone onto my EE account and ordered a new SIM card. It’s arrived and I’m trying to activate it but it says that I need to enter a pin sent to my old mobile number but I don’t have access to it - I really need to get this fixed and my nearest EE store is 2 hours away.

Re: Sim card

Jessieleach — Sat, 18 Apr 2026 15:05:13 GMT

I went on a cruise and used an e sim and landing back in the uk my normal ee SIM card isn’t working, it just says no signal. I looked online and ordered a replacement SIM card - I’ve received it and tried to activate it by sending a text to my old number but I can’t access it! I urgently need this resolved and live 2 hours from the nearest EE store!

Re: Sim card

Ali_A — Sun, 19 Apr 2026 07:14:15 GMT

Hi @Jessieleach Welcome to the Community.

Sorry to hear your previous EE SIM could no longer be accessed by your phone when you used a different eSIM.

Was it a physical SIM or an eSIM?
There would be a few steps to check- if it was an eSIM was it accidentally deleted? After deactivating the foreign eSIM did you also reactivate the EE SIM? If your EE SIM was a physical one, were you able to test it in a different phone?

As you no longer have access to your old SIM card, please call customer service from a different device, where a member of the team can order a replacement pre-activated SIM card or eSIM QR code for you to be sent in the post.
Contact Us | Help & Support - EE

You'll only be able to use the option to activate an eSIM/QR code if you have access to your previous SIM, as a security PIN is sent to it to activate the new one.

Ali