My sim card was badly bent. I requested a replacement which doesn't work

[kjj2020]

Last week I badly bent my EE sim while transferring it from one phone to another..  I rang the helpline and they took all my details and said they would send a new undamaged sim with my same number.

The sim arrived today along with a letter with a PUK code and a 4 digit pin telling me to goto  ee.co.uk/simswap .  The letter clearly states that if the new sim is simply to replace a damaged on it should work straight away but it doesnt

Whats going wrong?

[Leanne_T]

Hi @kjj2020

Welcome back to the community. 

Do you have signal showing on the new SIM card? 

Thanks 🙂

Leanne.

[kjj2020]

No I have a little x on the signal (which is greyed out.   The phone number in android is showing as

EE -

0000000000

[Alex_S]

Hi @kjj2020,

If your old SIM card is damaged, the only way to check if the new SIM card is active is to call our customer care team.

Alternatively, you could register the new SIM card online and this will activate within the next 24 hours.

Alex 🙂

[kjj2020]

The sim card is showing the network as EE in the phone but with a phone number of 11 zeros.  

The signal bar has an x on it and is greyed out (the 3 sim signal bar next to it is fine)

The "Register the new sim link" only tells me that the sim should already be working  because it's a replacement for a damaged sim card. 

Then it tells me to ring 150 but I can't ring that from a non-ee sim.  My backup sim is the 3 network 

[James_B]

Hi @kjj2020,

You can call Customer Care from another phone on 0800 079 8586.

Hope this helps.

James