Upgraded to better deal, now no signal

[Snuggles]

I’m on a sim only plan and just upgraded to a better deal. One I have no signal, two it says my sim is being posted but it’s only an upgrade and same number ? No need for a sim but I have no signal...help please, thanks in advance

[bristolian]

Hi @Snuggles 

Are you sure you have upgraded keeping your existing number and not taken a new contract with a new number?

If you have, does your existing working SIM fit in your new phone? If it will, use it and carry on. If your existing SIM won't fit in your new phone, then you will need to wait for the replacement SIM to arrive, it would usually have been sent out with the new phone.

If you've not upgraded, but have actually taken out a new connection with a new number, then none of this applies - and your new phone should have been supplied with its own new SIM.

[Snuggles]

Hi, I still have the same number, all I’ve done is upgraded. I have eSim, so no sim in my phone. It does say in the email if your just upgrading then no sim will be sent. I still have no signal, that’s the problem ?

[Jon_K]

Hi @Snuggles.

Have you tried restarting your phone?

Did you upgrade online or over the phone?

Jon