have had delivery of my iphone relpacement but not the sim card

[Schockwave]

Hello @DavidMurphy1234 ,

Welcome to the community,

If you still have your original SIM card, then just put that one in, no new SIM card will be sent out, as the SIM card will still work, unless your phone was stolen, then you would have to request the SIM card or go to an EE high street store with photo ID and request a replacement SIM card.

[DavidMurphy1234]

my phone was taken by a courier who gave me the new phone. i wasn’t told take out the old sim - i was told that it was an sim and thought that meant not a physical sim,
so i handed o ver my phone and got a refurnished one - all this from ee.
cant connect to wifi or 5g with new phone
can’t call 150

[Peter_W · Accepted solution]

Hi @DavidMurphy1234, thanks for explaining that for us. 

If you have a physical SIM in your handset, you should absolutely have been advised to remove this prior to completing the handset exchange, or for an eSIM we would need to download one to the new device and activate the service on there. 

The quickest way to get your service restored will be to visit one of our retail stores. 

Provided you have photo ID in the form of a valid Passport or UK Driving License, you can get a free of charge replacement right away.

Peter