Activating new sim card after phone was stolen and can't receive code.

[19LA65]

My daughters phone, which is on my contract, was stolen or lost at a festival. She has been sent a new sim - for the same number - to put in another phone but she cannot activate it as the code will be sent to the lost/stolen phone.
We have spoken to 'live chat' several times but they have been of no help in resolving this.
Please can you advise if she can activate the sim and keep the same number?

[Leanne_T]

Hi there @19LA65

Thanks for coming here 🙂

If you give us a call on 0800 079 8586 the team will be happy to register the SIM card and she will keep the same number. 

Let me know how you get on.

Leanne.

[19LA65]

Thank you Leanne. She obviously can't call on the phone she now has, due to the inactivated sim, as she is on my contract will this still work if I call from my phone?

[Chris_B · Accepted solution]

@19LA65    You will have to call yourself as the sim is on your account so it’s actually your sim not hers.  the only time she can call customer services about anything account related is if you have gave permission for her to call customer services and you will have to inform customer services that she can speak with them.  

[Leanne_T]

Hi @19LA65

Yes, please call from your phone and let the agent know which number the query relates to, they can help get this sorted for you both 🙂

Thanks. 

Leanne. 

[mills11]

i need a new sim card

[Leanne_T]

Hi @mills11

Thanks for coming here. 

What is the reason for the new SIM card? 

Leanne.