New sim card

evehawkins
Investigator
Investigator

Anyone know why my new SIM card is letting me send text messages, use data or call. Esim doesn’t seem to work either just takes ages to activate. I believe the reason my new sim isn’t working is because I haven’t activated it yet but I can’t activate it when I don’t have access to my phone number. So what do I do ?

8 REPLIES 8
Chris_B
EE Community Star
EE Community Star

@evehawkins  The package the sim came on has the phone number on it.  And you can not activate the eSim until you have activated the sim as you need the number to move across to the eSim. 

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

Is it on contract or PAYG?

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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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It’s the same number I had before tho, I just upgraded phones and they sent me out a new sim along with it.

bristolian
EE Community Star
EE Community Star

Upgrade phones are often supplied with replacement SIMs incase there is a problem with your current SIM or it doesn't fit a new phone.

If it does fit your new phone and works, then there is no need to activate an unnecessary replacement.

Oh, I see. The problem I now have is that I don’t know which sim is what. But I’ve tried them both only one shows my number but that still shows me no service 

Jon_K
Former EE Employee

Hi @evehawkins.

 

If you can get in touch with our Customer Care team, they'll be able to tell you which SIM card you're supposed to be using.

 

They'll also be able to help register the new one if needed.

 

Jon

Just call them up? I tried to earlier waited 20 minutes then it said call failed.

Jon_K
Former EE Employee

Calling would be the fastest way, @evehawkins.

 

You could also try our live chat teams.

 

Jon