Replacement of a faulty sim

Sidders_T800 · ‎28-03-2025

Hi. I went into my local EE store with a problem on my sons handset and it was established that his sim card was the same that he’s had for over 10 yrs, so needed a new one. I’m the account holder and despite having a photograph of both D/L and Passport on my phone, this was not sufficient for a replacement sim. I was told that they needed to physically see the ID. Was told that i could do it online through the app, but have struggled to find a way and have been going round in circles.
any help is appreciated.

Chris_S · ‎29-03-2025

Hi @Sidders_T800 I'd recommend taking a look at our Replacement sim page, which explains what documents you'd need when visiting a store, and other ways that you can obtain a replacement sim.

Chris S

View solution in original post

XRaySpeX · ‎28-03-2025

You can only apply for a replacement SIM online when you are changing phones, not for faulty SIMs. You need to visit an EE shop with actual Photo ID. Anybody can take a photo of somebody else's Photo ID.

If you think I helped please feel free to hit the "Thumbs Up" button below.

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

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Chris_S · ‎29-03-2025

Hi @Sidders_T800 I'd recommend taking a look at our Replacement sim page, which explains what documents you'd need when visiting a store, and other ways that you can obtain a replacement sim.

Chris S