topic Re: New SIM Activation in SIM cards & Porting

New SIM Activation

BPD21 — Sat, 07 Nov 2026 11:47:02 GMT

Hello

I lost my SIM card to have ordered another one (via the helpline).

The online description says we need to activate online using the below link. However, when I click on this (or the Activate SIM button on the app), it goes to a blank web page (I.e. just the links at the bottom of website etc with no substance).

https://ee.co.uk/plans-subscriptions/mobile/activate-sim

Restarting the phone has been tried.

The phone shows the bars for the network, but an incorrect number preview (on the phone sim settings) and won't let me call or text. So also cannot test what number it actually is.

Please resolve so I can use my phone.

Re: New SIM Activation

Schockwave — Sat, 07 Nov 2026 12:08:13 GMT

@BPD21 , did you order a replacement SIM card? I hope you did, otherwise it would come with a new number if you did not.

Re: New SIM Activation

BPD21 — Sat, 07 Nov 2026 12:11:30 GMT

I believe it was described as a replacement on he phone.

Any further suggestions on how to actually solve...

Re: New SIM Activation

XRaySpeX — Sat, 07 Nov 2026 12:57:28 GMT

That link doesn't do to a blank page here but ro an actual form. Try a diff browser.

Re: New SIM Activation

Peter_W — Sat, 07 Nov 2026 13:52:53 GMT

Hey there, @BPD21

When you spoke with our team, did you report the SIM as lost specifically?

Usually when we replace a lost SIM over the phone, we'll send it pre-activated so your service is ready to go right away.

Activating a blank SIM usually requires security checks, such as sending a PIN to the existing SIM, so we normally go for the pre-activated option for this reason.

Have you had a chance to try the new SIM yet?

Peter

Re: New SIM Activation

iJeffers — Sat, 07 Nov 2026 18:09:23 GMT

I have the same problem - renewed my contract on the phone and was sent a new SIM as mine was an old one that didn't support current speeds (apparently). Going to the simswap page just loads up a page with the header and footer.

Re: New SIM Activation

Peter_W — Sun, 08 Nov 2026 14:05:40 GMT

Thanks for sharing this, @iJeffers.

Could you please share a link to the page you're noticing these issues with?

Peter

Re: New SIM Activation

iJeffers — Sun, 08 Nov 2026 14:20:59 GMT

@Peter_W The same paged linked to in the post by @BPD21

I tried to access it by www.ee.co.uk/simswap

Have tried multiple devices, multiple browsers, on 5G and on wifi - same result.

Re: New SIM Activation

Peter_W — Sun, 08 Nov 2026 14:28:25 GMT

Thanks, @iJeffers

I'll definitely feed this back, but in the meantime can you please log in to your account, and select the following options:

Plans & Subscriptions > Manage Mobile > (Select your number) > eSIM/SIM Activate

This should take you to the option to activate a new SIM, and definitely appears to be working at my end.

Peter

Re: New SIM Activation

iJeffers — Sun, 08 Nov 2026 14:37:59 GMT

@Peter_W I've tried that from both the App and the website, all take me to the same blank page.

Re: New SIM Activation

Peter_W — Sun, 08 Nov 2026 14:43:21 GMT

Thanks, @iJeffers

Have you followed the exact steps I listed in my last post?

I did it via desktop and it gave me the option to select my number, and begin the process to swap the SIM.

Peter

Re: New SIM Activation

iJeffers — Sun, 08 Nov 2026 14:56:20 GMT

@Peter_W This is what I get:

Clicking check settings/see what's in your plan gives the same blank page.

Re: New SIM Activation

Peter_W — Sun, 08 Nov 2026 15:25:07 GMT

@iJeffers Can you please select Manage > Mobile & SIMs?

It should then show your plan details, and if you scroll further down, the SIM activation option falls under 'Phones and Devices'.

Peter

Re: New SIM Activation

iJeffers — Sun, 08 Nov 2026 15:31:01 GMT

@Peter_W Same issue - loads the same blank page. Clicking Replace SIM takes me to the ID verification page, Activate SIM still shows nothing but the header/footer.

Re: New SIM Activation

Peter_W — Sun, 08 Nov 2026 15:43:27 GMT

Thanks, @iJeffers - we've been doing a bit of testing on this, and it seems to be working intermittently at our end, but I can still feed this back.

When logged in it directs to the correct page, or when logged out it redirects to the login screen.

What browser and operating system are you using, and is this a BT / EE broadband connection, or something different?

Peter

Re: New SIM Activation

iJeffers — Sun, 08 Nov 2026 15:54:07 GMT

@Peter_W On desktop, using Firefox/Chrome/Edge on Windows 11 using Fibrus for broadband provider.

Same issue on mobile using Chrome on Android 17 using wifi on Fibrus or 4G/5G on EE.

Re: New SIM Activation

Peter_W — Sun, 08 Nov 2026 15:56:30 GMT

Thanks, I'll feed this back!

In the meantime, if you give our team a call, they'll be able to help sort the activation for you at our end.

Peter