Changed phone

[Lillysash]

Hi has anyone ever changed there I phone at an ee shop got home and there is no network on the new phone, I have just upgraded from a 13 to a 15 and there’s no network working, they changed the 

sim in the shop

i don’t know what I can do

[Ali_A]

Hi @Lillysash 

Just a few questions so we can give the right suggestions to help- 

Do you still have signal on the old SIM? 
Is the new SIM an eSIM or physical SIM? 

Ali 

[ee_user14]

Did you have signal on your new phone/new SIM when you left the shop?