New SIM Activation

[BPD21]

Hello

I lost my SIM card to have ordered another one (via the helpline).

The online description says we need to activate online using the below link. However, when I click on this (or the Activate SIM button on the app), it goes to a blank web page (I.e. just the links at the bottom of website etc with no substance).

https://ee.co.uk/plans-subscriptions/mobile/activate-sim

Restarting the phone has been tried.

The phone shows the bars for the network, but an incorrect number preview (on the phone sim settings) and won't let me call or text. So also cannot test what number it actually is.

Please resolve so I can use my phone.

[Schockwave]

@BPD21 , did you order a replacement SIM card? I hope you did, otherwise it would come with a new number if you did not.

[BPD21]

I believe it was described as a replacement on he phone.

Any further suggestions on how to actually solve...

[XRaySpeX]

That link doesn't do to a blank page here but ro an actual form. Try a diff browser.

[Peter_W]

Hey there, @BPD21 

When you spoke with our team, did you report the SIM as lost specifically?

Usually when we replace a lost SIM over the phone, we'll send it pre-activated so your service is ready to go right away.

Activating a blank SIM usually requires security checks, such as sending a PIN to the existing SIM, so we normally go for the pre-activated option for this reason. 

Have you had a chance to try the new SIM yet?

Peter

[iJeffers]

I have the same problem - renewed my contract on the phone and was sent a new SIM as mine was an old one that didn't support current speeds (apparently). Going to the simswap page just loads up a page with the header and footer.

[Peter_W]

Thanks for sharing this, @iJeffers.

Could you please share a link to the page you're noticing these issues with?

Peter

[iJeffers]

@Peter_W The same paged linked to in the post by @BPD21 

I tried to access it by www.ee.co.uk/simswap 

Have tried multiple devices, multiple browsers, on 5G and on wifi - same result.

[Peter_W]

Thanks, @iJeffers 

I'll definitely feed this back, but in the meantime can you please log in to your account, and select the following options:

Plans & Subscriptions > Manage Mobile > (Select your number) > eSIM/SIM Activate

This should take you to the option to activate a new SIM, and definitely appears to be working at my end.

Peter

[iJeffers]

@Peter_W I've tried that from both the App and the website, all take me to the same blank page.