trying to activate new sim card

5 replies
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I’m trying to activate my new SIM card, it’s activated but then needs me to add ‘ID mobile number’ which isn’t mine. We’ve got a random number instead. So when I try to input that number you get texted a code, but because it’s neither mine or my partners number we have no access to it. I’ve tried with my phone number but it doesn’t work

SIMIssue

Hosai W

iD Mobile Employee

Hi @Beth08

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’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks,
Hosai

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DarH

New Contributor

Having had to replace my old SIM card, I need to transfer my number to this SIM.

Is this done automatically, or do I have to request my puk number from ID for ID to change the number?

Marquerita T

iD Mobile Employee

Hi @DarH.

Thank you for sharing.

Kindly note that if you’ve received a replacement SIM, you can activate it at www.idmobile.co.uk/yoursim. This will activate your account details on the new physical SIM, so you won’t need to request a PUK code.

Thanks,

Marquerita

The iD Mobile Team

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DarH

New Contributor

Hello, I have done the above, however, it stated via a txt message that I would receive a further text when my replacement SIM had been activated.

This was more than an hour ago and I am still waiting.

The last time I managed to speak to so.eone in person, they notified me I had done this procedure wrong and i needed to contact customer services prior to registering the SIM.

DO I NOW NEED TO ORDER YET ANOTHER NEW SIM?

Owethu M

iD Mobile Employee

Hi @DarH,

Thank you for getting in touch, and I’m really sorry for the continued inconvenience and frustration you’ve experienced while trying to activate your replacement SIM.

I understand how frustrating it must be to have completed the process, waited for the activation confirmation and still be without a working SIM, especially after previously being advised that you needed to contact customer services before registering it.

You do not need to order another SIM at this stage. Please contact our Live Chat team so they can check the status of your replacement SIM, review the activation process and advise you on the next steps.

You can access Live Chat using the link below:

https://www.idmobile.co.uk/live-chat

We apologise again for the inconvenience and appreciate your patience. Our team will be able to investigate the activation issue and help you get your service working again.

Owethu