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Stolen phone and lost SIM

Budjay
Explorer

‎17-09-2026 09:53 PM

Hi. My phone was stolen a week ago on holiday. I reported it and had a new SIM sent to my address. Just got back from holiday and no SIM has been received and I have no phone or ability to contact EE and need access to a phone immediately. I have an old phone I can use but no SIM. Immediate help required please.

0 Helpful
6 REPLIES 6
XRaySpeX
EE Community Star
EE Community Star

‎17-09-2026 10:05 PM

If you didn't insure your phone then you'll need to buy a new 1.

You need to contact CS to chase up what's happened to the replacement SIM.

As long as you are on a mobile contract, Live Chat will be found under the Help section of the MyEE app as "Talk to us".

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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
0 Helpful
Budjay
Explorer

‎17-09-2026 10:07 PM

How can I access live chat without my phone? The app won’t let me login without sending a code to my mobile. I already have a phone I can use with the new SIM so no need to buy a new one. I just need my SIM as was arranged. Where has my replacement SIM ended up?

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to Budjay

‎17-09-2026 10:31 PM - edited ‎17-09-2026 10:33 PM

Borrow another phone or get another SIM for your old phone!

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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
0 Helpful
Matt_124
EE Community Star
EE Community Star
In response to Budjay

‎17-09-2026 10:41 PM

When was the SIM ordered? These are usually sent via 2nd Class Post so may take longer than expected due to Royal Mail changes to the service.

Alternatively you can go in-store with a UK Driving License or Passport to receive a replacement SIM card on the day.

0 Helpful
Budjay
Explorer
In response to XRaySpeX

‎17-09-2026 10:44 PM

Not easy when you arrive home at 10pm, have no family and a baby to look after. Should I just knock on a random persons house and ask for their phone? EE should have a better solution for this.

0 Helpful
Budjay
Explorer
In response to Matt_124

‎17-09-2026 10:46 PM

SIM was ordered on Thursday night so exactly a week ago. Should I assume it’s lost in the post or taken by someone? Surely it shouldn’t take this long to arrive?

0 Helpful