Replacement SIM, new phone not connecting

  • 5 September 2020
  • 1 reply


I lost my phone, so I have received a new SIM from ID (same account/number, same plan) and put it into a new phone (Samsung Galaxy). I have registered the SIM online (24hours ago), but still no service. Any advice?


1 reply

Userlevel 3
Badge +6

Hi @BFG, have you tried contacting our Live Chat team?

They’re available between 9am - 8pm Monday to Friday and 9am - 6pm Saturday and Sunday.

Once you land on the page above, scroll down to see the Live Chat section. 

The Live Chat button may not always appear as ‘available’. If so, it may be a matter of waiting, until an agent is available, so please be patient.

Once the agent is available the button appears blue, indicating that an agent is available.

No need to refresh the page, this will happen automatically.

Let us know how you get on.


Thank you,