Activating new sim

[Johno137]

Hi, my daughter recently had her mobile stolen.

we have received a new phone and sim but unfortunately the sim won’t activate.

I have been online and it says to activate the sim I need the old device and sim handy to receive the activation PIN.

How does she do this without her old phone and sim as obviously it was stolen?

Thanks

J

[Chris_B]

@Johno137    What you are reading is for when you request a replacement sim because the old sim doesn’t fit in to a new device and it’s still within a device you have. 
If you requested a replacement sim you need to allow up to 24 hours for the replacement sim to activate try turning the device off/on again a few times as this help the network see the sim.  It normally only take around 4-5 hours to activate a sim.  If it’s not working by the morning you'll need to call customer services to get it activated.