Hi ​@tazsam  it sounds like the SIM may need to be activated. 

Please can you try this link and let us know how you get on - How do I activate my new SIM or eSIM? | iD Mobile Community

Thanks!

The curry’s employee did it for me in store and I’ve just tried to activate it again in case she did it incorrectly and it says ‘this sim has already been activated’ 

OK, is it an eSIM or a physical SIM? Do you have an old eSIM stored in your phone? You may need to delete this.

Please let us know how you get on ​@tazsam 

It’s a physical sim, the phone it’s going in has had a factory reset.

OK ​@tazsam  

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview 

We’ll see you there.
 

It’s been 8 days since I first put this message on here and I’m still no closer to getting a resolution! 

So sorry to hear this ​@tazsam 

We will reply to your private message ASAP.

15 days later and I’m still not getting any further so I’m just going to go ahead and cancel my plan.

Hi ​@tazsam 

We’re sorry about that.

Please keep in touch via PM so we can resolve the issue.

Anika