Hi ​@JeanetteB ,

Thanks for letting us know. No problem at all—this can be changed. If your iPhone doesn’t support eSIM, we can arrange a physical SIM for you instead.

Here’s what you can do:
 

We can send you a replacement physical SIM by post (usually arrives within 2 working days).

You can collect a SIM immediately from a Currys/Carphone Warehouse store at no cost.

Once you receive the physical SIM, it will need to be activated and your plan moved across from the eSIM.
 

Before we proceed, please confirm:

Have you already tried activating the eSIM on the device and it failed?

The iPhone model you’re using (to confirm compatibility).

Lamiya

Thank you Lamiya

i did actually, finally, get to speak to one of your advisors on the Live chat who confirmed what you have just said. I will go to Curry’s and get one and activate. No I haven’t activated the eSIM. It’s and iPhone 6 Plus. How does the plan then move across from the eSIM - is there something I need to do to sort that out or will it happen automatically once I activate the new SIM?

My precious account with Giff Gaff ended in May 2025 & 8 haven’t had a phone since. So I won’t have a PAC or STAC code as they don’t give one if the contracted ended more than 6 months ago. Is that a problem - will I just be able to use the new number without any code?

Hi ​@JeanetteB 

Thank you for getting in touch with us. 

The iPhone 6 Plus does not support eSIM; it only works with a physical SIM card. You’ve therefore made the right decision to obtain a physical SIM from Curry’s. Please remember to take valid photo identification with you when collecting the SIM, such as your passport or driving licence.

Once you receive the new physical SIM, please follow these steps:

Insert the SIM into your iPhone 6 Plus.

Log in to your iD account (or contact us for support if needed).

Activate the new SIM so that it replaces the eSIM on your account.

Once activated, the physical SIM will automatically link to your existing plan and assigned number. The eSIM on your account will then be deactivated.

Regarding your previous Giffgaff account, as it ended in May 2025 and more than six months have passed, you are correct that you will not be able to obtain a PAC or STAC code.

This means:

The previous number cannot be recovered or transferred.

You will continue using the new number already assigned to your iD account.

Thank you,

Zandile 

The iD Mobile Team

Hi - further to the advice above I went to Curry’s and got the physical SIM. We tried to activate it by logging into my ID account but we couldnt do it as the one time passcode sent to my phone didnt come through. So the Curry’s person contacted ID mobile directly by phone and activated it - he put the SIM in and said to turn the phone off and back on again later and it would be set up. That was over a week ago now but it still doesnt seem to be working. It is clearly connected to ID mobile as the ID symbol is there and showing on Mobile Services but there is no signal at all inside, outside or even at my daughters house - she and her husband use ID Mobile and have a signal at their phones (one of which will only support 4G) but my phone is showing nothing. Wi-fi calling is on but still can’t successfully call or receive calls. I have tried again to register my phone no on the ID mobile account but can’t get beyond the point where it sends a one time password to my phone - which doesn’t come through. Can you look into this please.

Ignore the question above - now rectified

Hi ​@JeanetteB ,

Thanks for letting us know, I’m glad to hear this has now been rectified.

If you need any further help in the future, please feel free to reach out regarding your service with iD Mobile.
 

Have a great day

Lamiya