Last order dates for Christmas delivery

Your SIM Card.

Not sure what to do with your new SIM?

Need a replacement? Let us explain.

How to use or activate your new SIM.

New connection.

If you've just purchased a new connection and received your new SIM card, it should already be activated. Simply pop it into your handset and you're good to go.

If you're having issues with your SIM, read the information below the 'SIM Activation' section. It's full of useful information to help you get up and running.

Your ‘Upgrade’ SIM.

If you’ve recently upgraded with us, your new plan allowances should already be available to use on your current SIM.

You may receive a new SIM card in the post. This is just in case you get a new phone and your current SIM doesn’t fit. So, if your current SIM is fine, just store the new one in a safe place in case you need it in the future.

If you ever need to use the new SIM, read the ‘Activating a replacement SIM’ section to the right.

Activating a replacement SIM.

If you’ve got a replacement SIM because your old one was lost, stolen, damaged or the wrong size, click on the webchat button below to speak to one of our Live Chat agents. Tell them you’d like to process a SIM swap, and they’ll happily take you through the process.

Please have your account details and SIM card number to hand (see ‘Your SIM card number’ below for details on how to find it).

SIM card sizes explained.

When you get a SIM card from us it actually contains all three sizes. You simply choose the size you need, snap it out from the perforated edges, and insert it into the SIM card tray of your phone. Make sure you're certain of the SIM card size before you do this. Check the handset manual if you're not sure.

Standard SIM

Also known as “The Big One”

Micro SIM

Also known as “The medium one”

Nano SIM

Also known as “The Tiny One”

What’s your SIM card number?

Your SIM card number is the 19-digit number printed on the SIM card holder, under the barcode.

If you don’t have the card holder any more, don’t worry - the number’s also printed on the back of the SIM card itself. It’s an 11-digit number, and you just need to add ‘89442001’ to the start of it if you need to input it somewhere.

Replacing your SIM.

It’s been lost or stolen.

Let us know as soon as possible, so we can block it and send you a new SIM.

Please visit our Lost or Stolen page for instructions on how to do this, and what steps to take next.

It doesn’t fit my phone.

You can buy a SIM adapator from Carphone Warehouse.

Or you can also get a replacement SIM card for £5.00 at any Carphone Warehouse store.

SIM card not working?

If you receive a new SIM card and it doesn’t seem to be working, here are two important things for you to try out and check.

1. Do you have coverage in your area?

Use our coverage checker to find out what the coverage is like in your local area.

Please note: the coverage checker is a computer-generated prediction. We can’t guarantee how strong your indoor signal will be, as there are several factors that might affect it. Example: coverage in some rooms in your house may be better than other areas, or your outdoor coverage may be better than indoors.

For more information, check out our Coverage Support page.

2. Are you using an iD approved / compatible handset?

All handsets provided with an iD plan are compatible with our network. If you purchased a SIM only iD plan, and are using an iD compatible handset you bought elsewhere, that's fine.

Click here to view our list of 'iD Approved / Compatible Handsets'. If your device isn't on the list, your ability to use iD services may be affected.

Tried the above and it’s still not working?

If you're using an iD approved/compatible handset, and our coverage checker shows good indoor and outdoor coverage, follow the troubleshooting steps below if your SIM card doesn't appear to be working.

  • Put your phone into flight mode, leave it for 30 seconds, then disable flight mode.
  • Check that the SIM card is inserted correctly.
  • Restart your device.
  • Turn off your device, remove SIM, and clean it using a micro-fibre cloth. Then re-insert it and try again.
  • Try the SIM card in another 'iD compatible handset', and test the connection in a few locations to see if the SIM connects. If you don’t experience any issues with the other handset, your original phone may be at fault.

If none of the above works, get in touch with us and we'll help you out.

SIM is locked and you need the PUK code?

If you enter the wrong PIN to unlock the screen too many times, you might block your SIM! If this happens, you’ll be asked to enter a PUK code to unblock it.

Your PUK code is an 8-digit pin. Be careful, because if you enter it incorrectly 10 times, your SIM card will be blocked permanently.

Talk to our Live Chat agents to request your PUK code.