New sim not working

[JoshI3]

I ordered a replacement sim and it says it should work straight away.........it doesn't. Have tried turning phone on and off etc. I have put the sim in a spare handset that isn't cleared from the last user, as it's their back-up phone. Does that matter?? Thanks 😊

[Peter_W]

Welcome to the Community, @JoshI3 😊

With replacement SIMs, there are two options that you can go for - either a blank SIM that is then activated once you're ready, or a pre-activated SIM.

The former will need a one time PIN to be sent to your existing number before we can proceed with the transfer, whilst the latter can only be requested via our team, and can only be sent to the address registered on your account.

If you still have your old SIM and need this new one activating, please head over to our page here:

How Do I Activate and Set Up My New SIM? | Mobile Help | EE

If you aren't able to receive a one time PIN, I'd recommend either giving our team a call, or also you can visit one of our retail stores for a free on the day replacement.

You'll just need a valid passport or UK driving licence.

Peter