New sim not activated

[Karcampbell]

Hi, I’ve just upgraded from an iPhone 11 to an I phone 13. I was sent a new SIM card and I followed the instructions regarding activation. I was advised that it could take up to 24hrs. It’s now been over 24hrs and I’m not gettIng any connection. Unfortunately the activation process appears to have deactivated my old sim so this is no longer working. I don’t have a landline so have no way of contacting ee. I’ve tried the recommendations of switching my phone off and on, removing and cleaning the sim and reactivating the network settings but unfortunately nothing is working.

[jenjenniferjen]

The exact same thing has happened to me - did you click ‘ESim’ when you turned the new phone on? You’ll need to pop in store but hopefully you’ll have more joy than I have because mines still not working a week later. Good luck x

[Jon_K]

Hi @Karcampbell.

Did you register the SIM online?

Your old SIM card would have worked in the new phone as it's the same size.

Let us know if you're still having trouble this morning.

Jon