Replacement Sim - Ordered on Saturday 26 April 2025

[musiclady71]

Hi Everyone,

I am in need of some help.

Last week Saturday, I ordered a new Sim for my phone and I was told it takes up to 3 days to arrive.

The problem here it is my only line that I have available for any important calls. 

However, this nano SIM card still has not arrived and at the moment I am unable to travel to an EE store now to even get another SIM card. Is there anyway that anyone knows to contact the staff, because I later made another call. I was told that if you get a new phone that has a compatible SIM housing then there was no need to order an replacement SIM.

Then this situation happened. I turned off the phone that night and turned my new phone on (original SIM still in it) then the status message was "Not Registered". From my understanding this is normal because there is a particular process i.e. disable the old sim and then you have to reactive the new sim.

This is now causing me a problem as I really been without my main phone line since Easter Monday.

Any help would be greatly recieved.

Thank you all in advance.

Janet.

[Katie_B]

Hello @musiclady71. 

Thanks for coming here. 

Have you ordered a replacement SIM to fit a new device?

SIM delivery can take 2-5 working days as these a posted and delivered via Royal Mail.

Katie

[musiclady71]

Hi Katie,

Thank you for a swift response 🙂

Yes, the replacement nano Sim is for a new device.

Since it can take up to a week, This now means I cannot receive any calls until to comes (in theory then it could be up until Friday this week).

My problem is there is no way, I know when they placed the order. Now the Tech guy I spoke to (On a Pay-As-You Go Sim My sister paid for). Said that the Sim was already ordered and the process of deactivation of the original Sim may have already started.

Now is there a way or do you have any contacts with Customer Service to reactivate my old sim. As it is currently sitting in my new phone.

Any updates from yourself or anyone is greatly appreciated.

Kind Regards,

Janet.

[Katie_B]

Hi @musiclady71. 

Thanks for getting back to me. 

Unfortunately, once a SIM has been deactivated we are unable to activate this again. 

Do you have access to the EE app?

If yes, does Live Chat show as available?

I'd recommend speaking with customer care who have account access and can confirm the SIM is on it's way. 

Katie