SIM card issues, self inflicted

[Paul1583]

Hello, since for some reason ee don’t have a 24 hr help line, I’m going to ask here, probably get the answer I expect and have to wait till tomorrow to get it sorted, but here goes.

I was trying to set up an old iPhone for my son, and during the set up process it asked if I wanted to set up an esim for him, I thought this would be great. So I did, using my phone number. Now it has deactivated my sim and hasn’t activated the esim, in fact it gave me a message that I had to delete the esim. I can’t reactivate my sim now. I did try phoning ee to get them to sort it, but office is closed. Am I right that I’m just going to have to wait till tomorrow to phone ee up, or is there a way I can reactivate it?

regards

Paul

[XRaySpeX]

@Paul1583 : You need to order a replacement SIM for yourself online at Order a replacement SIM for £1.50 or phone CS for one.

[Northerner]

Hi @Paul1583 

You can get a new SIM from any EE store tomorrow as well if you don't want to wait.

Thanks 

[ee_user14]

This may be what you mean by the "self-inflicted" reference, but I'll ask anyway..

"trying to set up a phone for my son.... esim offered.... so I did, using my phone number". Why would you not have done this using your son's number? It's his that you were setting up, surely?

The natural result of trying to setup a new SIM on a number, is the deactivation of the existing one. I'd also argue that complicating a simple physical SIM-swap with an unnecessary SIM-change, is another issue - but I get that's as much Apple as anything.

[Ali_A · Accepted solution]

Hi @Paul1583 

Sorry to hear you no longer have access to a working SIM with your number. 

You'll need to call customer service from a different device, where a member of the team can order a replacement SIM card or eSIM QR code for you. Contact Us | Help & Support - EE 

Alternatively, you can pop into any EE store with photo ID and the guide will issue you a replacement SIM free of charge straight away. EE Store Finder | How to find your nearest EE store | EE

You'd only be able to use the option to order or download an eSIM/QR code online if you still have working access to your previous SIM, as a security PIN is sent via SMS to it to activate the new one. 

You can find out more at How do I swap or get a replacement EE SIM

While on the call to our Customer Service team, they'll also be able to look at ordering an additional SIM line for your son to use in his phone. 

Ali