topic new phone in SIM cards & Porting

new phone

lap108 — Mon, 27 Jul 2026 10:14:32 GMT

Hi. I received a replacement SIM on Saturday for my existing EE number because my old phone was crushed. I have a new iPhone purchased from EE. The phone recognises the SIM (it shows an ICCID), but I have no signal and Settings > General > About shows "Network: Not Available". The replacement SIM has never activated. Please can you check the SIM swap and activate or reprovision the SIM?

Re: new phone

Chris_B — Mon, 27 Jul 2026 11:54:31 GMT

@lap108 You’ll need to call customer support about this from a different phone.
This is a public forum and no one here knows who you are or has access to your account to know what’s happening.

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Re: new phone

Peter_W — Mon, 27 Jul 2026 12:00:08 GMT

Welcome to the Community, @lap108

Your old SIM will most likely still be active, so if this survived the crush it should still work in the new phone.

If it doesn't thought, or you would just prefer a fresh start, you'll need to give our customer care team a call like @Chris_B mentioned so we can get this activated.

Alternatively you can also visit one of our retail stores and get an on the day replacement free of charge, you'll just need a valid passport or UK driving licence.

Peter