Sim card

[Jessieleach]

I went on a cruise and used an e sim and I cannot use my SIM card now I’m back in uk - I tried everything (I saw online that my SIM card could be deactivated) and so I have gone onto my EE account and ordered a new SIM card. It’s arrived and I’m trying to activate it but it says that I need to enter a pin sent to my old mobile number but I don’t have access to it - I really need to get this fixed and my nearest EE store is 2 hours away.

[Jessieleach]

I went on a cruise and used an e sim and landing back in the uk my normal ee SIM card isn’t working, it just says no signal. I looked online and ordered a replacement SIM card - I’ve received it and tried to activate it by sending a text to my old number but I can’t access it! I urgently need this resolved and live 2 hours from the nearest EE store! 

[Ali_A · Accepted solution]

Hi @Jessieleach  Welcome to the Community.

Sorry to hear your previous EE SIM could no longer be accessed by your phone when you used a different eSIM. 

Was it a physical SIM or an eSIM? 
There would be a few steps to check- if it was an eSIM was it accidentally deleted? After deactivating the foreign eSIM did you also reactivate the EE SIM? If your EE SIM was a physical one, were you able to test it in a different phone? 

As you no longer have access to your old SIM card, please call customer service from a different device, where a member of the team can order a replacement pre-activated SIM card or eSIM QR code for you to be sent in the post. 
Contact Us | Help & Support - EE 

You'll only be able to use the option to activate an eSIM/QR code if you have access to your previous SIM, as a security PIN is sent to it to activate the new one. 

Ali