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.

[Peter_W]

Thanks, @iJeffers 

Have you followed the exact steps I listed in my last post? 

I did it via desktop and it gave me the option to select my number, and begin the process to swap the SIM.

Peter

[iJeffers]

@Peter_W This is what I get:

Clicking check settings/see what's in your plan gives the same blank page.

[Peter_W]

@iJeffers Can you please select Manage > Mobile & SIMs?

It should then show your plan details, and if you scroll further down, the SIM activation option falls under 'Phones and Devices'.

Peter

[iJeffers]

@Peter_W Same issue - loads the same blank page. Clicking Replace SIM takes me to the ID verification page, Activate SIM still shows nothing but the header/footer.

[Peter_W]

Thanks, @iJeffers - we've been doing a bit of testing on this, and it seems to be working intermittently at our end, but I can still feed this back. 

When logged in it directs to the correct page, or when logged out it redirects to the login screen.

What browser and operating system are you using, and is this a BT / EE broadband connection, or something different?

Peter

[iJeffers]

@Peter_W On desktop, using Firefox/Chrome/Edge on Windows 11 using Fibrus for broadband provider.

Same issue on mobile using Chrome on Android 17 using wifi on Fibrus or 4G/5G on EE.

[Peter_W · Accepted solution]

Thanks, I'll feed this back!

In the meantime, if you give our team a call, they'll be able to help sort the activation for you at our end.

Peter