Will I get a new SIM with my new phone?

[Windlestaff]

My phone was stolen yesterday. It’s now blacklisted. I’ve ordered a new phone to be delivered today. I realised after I placed the order that I’ve assumed the new phone will come with a new SIM but with my old number. Am I right or do I have to order the SIM separately?  If so, how do I do that?  The Chat facilities keep booting me out so I can’t ask them. 

[Chris_B]

@Windlestaff   You should get a new sim if you made a insurance claim for replace the device if it was stolen. It would be best and quicker to call customer services to double check. 

[Windlestaff]

Thank you for your response. I can see it would be better to phone customer services - but I don’t have a phone. 

[Katie_B]

Hello @Windlestaff. 

Do you have an alternative line?

Our customer service team can be contacted on 0800 079 8586 from any landline or provider. 

Katie 🙂

[Windlestaff]

Katie,

no I don’t have an alternative line and I can’t get Chat to respond. 

w

[Katie_B]

Hi @Windlestaff. 

Our online chat will appear once a agent is available. 

We have no account access here on the community so can't arrange a replacement SIM. 

If you do not receive a SIM you can order a replacement online. 

Katie 🙂

[Windlestaff]

Thank you Katie

My problem with Chat doesn’t appear to be that they are busy. I get a message saying they can’t answer my question and that I should phone. I guess I’ll just have to wait and see. 

W

[Katie_B]

Hi @Windlestaff. 

Do you get this message from our chat team?

Or when you try order your replacement SIM online?

Katie.