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Incorrect PUK code provided by EE

mheniger
Explorer

‎16-08-2026 09:37 AM

Hi! 

My problem is the following: I got a new phone and I put in my old EE nano SIM. Then thinking it asked me for my other SIM's (eSIM) PIN I entered the wrong PIN 3 times, and it asked me for the PUK. So, I entered the PUK given by EE, then it asked for a new PIN twice, which I gave. Then it said the PUK is incorrect, and I only have 6 more opportunities to enter the correct PUK. What's going on here? Is it possible they gave me a wrong PUK? What can I do?

0 Helpful
3 REPLIES 3
Northerner
EE Community Star
EE Community Star

‎16-08-2026 11:39 AM

Hi @mheniger 

The PUK code was it for the installed eSIM, did you enter that code or the one for your nano SIM. 

The new phone is locked phone? How does this have an installed eSIM. 

Thanks 

 

 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
0 Helpful
mheniger
Explorer
In response to Northerner

‎16-08-2026 11:43 AM

Hi! The PUK code was for my nano SIM.

 

The eSiM is my other sim, which the provider installed for me before I put in my nano SIM. 

0 Helpful
Schockwave
EE Community Star
EE Community Star

‎16-08-2026 11:50 AM

@mheniger , are the ESim and Nano sim the same mobile number? If so, that is why the nano sim will not work, as you can only have one number and either an E Sim or Nano sim.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.