SIM REPLACEMENT

Abdallah99 — Fri, 23 Oct 2026 05:43:30 GMT

I'm honestly getting fed up with this situation and the lack of a resolution from EE.

I have three EE numbers on my account. I transferred my main number's eSIM from my iPhone to an Android phone, but I later sold the Android and needed to transfer my number back to my iPhone.

That's when the problems started.

My main number disappeared from the list of numbers available under "Replace SIM/eSIM" in My EE, even though the number itself is still visible in the app.

I contacted EE and was told I couldn't replace my SIM while my iPhone 18 Pro Max upgrade was pending, and that I would have to wait until the new phone arrived.

Well, the phone has now arrived, but the problem is STILL not resolved.

I have tried replacing the eSIM, attempted to get a physical SIM in an EE store, and still cannot get my main number working. The store was unable to resolve it either.

To make matters worse, I cannot sign in to EE online because the verification code is sent to the very number that EE has left inactive. So I'm effectively locked out of managing my number online as well.

How does it make sense to tell a customer to wait for their upgrade to arrive, only for the exact same problem to remain afterwards?

I have three numbers with EE, and I'm not asking for a new number or trying to cancel my contract. I simply want my existing number restored and working on my new phone.

At this point, I need someone to investigate the actual issue rather than send me around in circles between the app, customer service and the shop.

Can an EE moderator or someone from the technical team please explain:

Why does my number appear in My EE but not in the SIM replacement menu?

Is there a failed SIM swap, account restriction or provisioning issue preventing the replacement?

Can this be manually resolved by the technical team?

What is the realistic timeframe for getting my number working again?

I have been left without access to my main number despite following the advice EE gave me. This is incredibly frustrating, and I would appreciate a proper explanation and a clear resolution rather than being told to wait again.

Has anyone else experienced this, particularly after being told their pending handset upgrade was preventing a SIM replacement? If so, how did you get it

Re: SIM REPLACEMENT

Rach_H — Fri, 23 Oct 2026 12:54:42 GMT

Hi @Abdallah99,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with getting your SIM sorted, and that this has taken so long to be resolved. We do not have account access here on the Community, so we're not able to help you get this sorted here, but I would recommend making a complaint given how long this has been ongoing.

Rach

topic SIM REPLACEMENT in SIM cards & Porting

SIM REPLACEMENT

Re: SIM REPLACEMENT