topic Re: Replacement SIM card. in SIM cards & Porting

Replacement SIM card.

Myristica — Thu, 25 Jun 2026 20:37:53 GMT

I recently went to your Skegness store whilst on holiday to request a replacement SIM card as I now have a portablr mobile router that requires a standard SIM rather than the nano I now have in my mobile phone.

The male assistant there told me that EE only supply nano sims and that I would need to go elsewhere like a phone accessory shop or Amazon to buy a sim adapter and he further said that no one uses standard sized sim cards now. This is a brand new portable router. He asked me what make, I told him Avtex and he said he had never heard of them and treated me as if I had two heads.

I am certain that when I set up my account a couple of years ago, I was sent a multi sized sim to punch out the right size required?

Re: Replacement SIM card.

XRaySpeX — Fri, 26 Jun 2026 01:25:05 GMT

That was a lie! All EE SIMs come as a Combi-SIM with all 3 sizes as push-outs.

Re: Replacement SIM card.

Myristica — Sat, 27 Jun 2026 14:21:10 GMT

Exactly what I thought. I even verified my identity in the app before visiting too so that I would have no issues. It was an hour bus ride too. He said he had been there 17 years. Absolutely did not want to help as he was not selling me anything I conclude.

Re: Replacement SIM card.

Myristica — Sat, 27 Jun 2026 14:22:47 GMT

Sorry, I meant to say thank you for responding. I might look to make a formal complaint too.

Re: Replacement SIM card.

XRaySpeX — Sat, 27 Jun 2026 14:48:47 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

Re: Replacement SIM card.

Leanne_T — Mon, 29 Jun 2026 14:41:36 GMT

Hi there @Myristica

I'm sorry you've had this experience in store when trying to get a replacement SIM card.

If this is still needed, you can order a replacement in the EE app or online account, or give us a call and one of the team will be happy to help get this sorted and send feedback to the store.

Thanks.

Leanne.