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complex Trying to get an e-sim converted to a physical sim - four sims sent out for the wrong number - desperate.

Forum|Forum|8 months ago
December 23, 2025
10 replies
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I joined iD a few months ago from O2 and started a new contract that came with an iPhone 15. I transferred my old number to my new phone and everything was fine.

I then took up an offer on a second iD contract which I intended to use in a cellular iPad for emergency and occasional mobile use and went for an e-sim. I left O2 because I couldn't administer all three of my accounts under one but I can't add the iPad e-sim to my account because an iPad can't receive the SMS required to add the sim to my account.

I contacted online help and they suggested I convert the iPad e-sim to a physical e-sim, put it in a phone, get the SMS to add to my account and then swap it back to the iPad - makes total sense and I said go for it.

However, they keep sending me (FOUR times now) a physical sim for my original account (iPhone 15) and not the second account that is still active as an e-sim on my iPad and still not added to my account. They deactivated my original e-Sim on my iPhone 15 too, since they're sending the sim out for that and not the secondary account.

I feel like I need to talk to someone higher up to get this sorted out and it's obviously costing your company money mailing out the wrong sims to me.

In brief : I need a physical sim for my second account, not my original account.

Best answer by JPGoose

This has now been resolved 😀

WelshPaul

Platinum  Contributor

You need to give them the phone number associated with the eSIM you want to change over to a physical SIM. The easiest thing for you to do is to call in to your local Curry’s store and pick one up there.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Gemma M

iD Mobile Employee

Hi @JPGoose

We’re really sorry to hear about the issues you’re experiencing with your SIM and account. As @WelshPaul mentioned, you’ll need to provide the mobile number you want to activate to the agent you’re chatting with at the time. This allows the SIM to be correctly linked to your iPad’s number and ensures everything is set up properly.

Regards,

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

J

JPGooseAuthor

New Contributor

You need to give them the phone number associated with the eSIM you want to change over to a physical SIM. The easiest thing for you to do is to call in to your local Curry’s store and pick one up there.

I did, on all four occasions.

Gemma M

iD Mobile Employee

Hi @JPGoose

Thank you for sharing the screenshot. I can see that you requested the SIM to be sent to the number linked to your iPad. Once you receive it, you’ll need to contact chat support and ask them to activate it for that specific number. Also, when going through the security questions with the chatbot, make sure to provide the iPad’s number so they can link the SIM correctly.

Regards,

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

J

JPGooseAuthor

New Contributor

That's the problem. I did receive it and once again it was for the wrong number.

Hi @JPGoose

Thank you for sharing the screenshot. I can see that you requested the SIM to be sent to the number linked to your iPad. Once you receive it, you’ll need to contact chat support and ask them to activate it for that specific number. Also, when going through the security questions with the chatbot, make sure to provide the iPad’s number so they can link the SIM correctly.

Regards,

Gemma M

The iD Mobile Social Media Team

Matthew T

iD Mobile Employee

Hi @JPGoose,

I’m sorry to hear of the issues you’ve had so far. Out of curiosity, do you have a Currys store nearby? If so, you can pick up a blank Physical SIM from the ‘Mobile Section’ and activate it with the correct number here:

https://my.idmobile.co.uk/activate-sim-outside

Thanks.

iD Community Manager

J

JPGooseAuthor

New Contributor

Nowhere near and I’m disabled.

Gemma M

iD Mobile Employee

Hi @JPGoose ,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.