Sim card activation issues

[Nickb92]

I recently upgraded my phone to a Samsung s20 ultra i wanted my old number on my new contract as I have two with you my new number was cut off and I lost my old sim card. I ordered a new one with the old number and new plan on but it doesn't recognise the number when I try to activate it and I cannot ring to speak to anyone as neither I have are connected to the network. Do I do this as a lost sim or should I try to activate it ?

[Katie_B]

Good Morning @Nickb92. 

Thanks for coming to the community.

Did you process your new contract as an upgrade or a new line?

Do you know the reason behind your new number being cut off?

Speak soon, 

Katie 🙂

[Nickb92]

I got it out as a new line and asked for the numbers to be switched so my old number had my new contract on it I then said I would use the new number for a few days until my new sim card arrived with my old number on it then the next day it was cut off 

[Katie_B]

Thanks for confirming this @Nickb92. 

What happens when you insert your new SIM?

Did you get your SIM sent out by a member of our customer care team?

Katie 🙂

[Nickb92]

Yes it was sent out last Saturday and arrived yesterday and nothing happens its just says emergency calls only and sim card not provisioned 

[Katie_B]

Hi @Nickb92. 

When you have a moment please check your inbox. 

Speak shortly, 

Katie 🙂