Can't activate replacement SIM

[katiekachie1]

I lost my old SIM card so ordered a replacement, which arrived yesterday. Put it in my phone and go online to try and activate it, but am told I need to put in a phone number so I can receive a text message with a PIN in it.

... I don't have a phone number because I lost my old SIM. Which is why I needed the new one.

So how on earth am I meant to activate this SIM card? All the other forum posts I've seen with this problem tell me to either call support or use their live chat to get in contact with someone, but I have no phone to call with, and the live chat is always "currently unavailable". This is really quite ridiculous and I'm tempted just to cancel my contract and go somewhere else!

[Jon_K · Accepted solution]

Hi @katiekachie1 

Are you able to try live chat this morning? They open at 8am.

If not, do you have a phone you could borrow to call us from? You can call 07953 966 250.

Jon

[adrienneborszek]

I have the same problem what a ridiculous situation

[Leanne_T]

Hi @adrienneborszek 

Thanks for coming here. 

If you are unable to receive the PIN for the SIM activation, please get in touch with our mobile care team and they will be happy to help you get this registered. 

Leanne.

** link updated 07/11/2024

[Selina01]

am the exact same. When i ring up using my husbands phone to be going in a look with the ivr system. Got through to technical and automated voice to say hang up and we will send a text!! 3 days with no use of phone.

[James_B]

Hi @Selina01,

Welcome to the EE Community. 🙂

What is you need help with?

Are you trying to activate a replacement SIM?

James

[GraftyGirl]

That link doesn't work. I have the same problem. It's totally ridiculous

[Leanne_T]

Hi there @GraftyGirl 

Thanks for coming here and letting me know the link is not working. 

This has now been updated to the Contact Us page for numbers you can call to get the SIM activated, and I have replied to your private message. 

Leanne.

[Chaela13]

I’ve been on the online chat for 50 minutes now with this issue. Not only do they not know how to help but now my sim isn’t working either because they’ve messed with it all (my daughter is the secondary phone on my account which the sim was for). I’m absolutely livid. 

[Peter_W]

Good morning @Chaela13.

Thanks for reaching out to us here on the EE Community.

A SIM being activated for your second line definitely shouldn't have any impact on your number, provided everything has been done correctly at our end. 

Was the new SIM you have received a replacement for an existing SIM she was using, or is this a brand new number you have taken out?

Peter