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My SIM swap hasn't worked – what should I do?

I received a notification that it’s complete but I still have no service

Remove your SIM, re-insert it, and re-start your device. This should resolve the problem.

If you’re inserting your SIM into a device previously used on another network, it might be locked to that network – in which case, you’ll get an error message or be asked to enter a code. You’ll need to get in touch with the previous network provider to unlock the device to use on our network.

If you’re still having problems, contact us using the options at the end of this section.

I submitted my SIM swap form over 24 hours ago but I haven’t heard anything

If it’s been over 24 hours and you’ve still heard nothing, contact us using the options at the end of this section.

I submitted my SIM swap and received an email saying there’s a problem

Make sure you are using the right type of SIM. A SIM swap is only possible using a replacement blank SIM ordered from us specifically for a SIM swap – it won’t work on, say, a Pay as you go SIM or one bought from a third party.

If you don’t have the right SIM, find out how to get one

If you do have the correct SIM, check your details and re-submit the form. If you’re still having problems, contact us using the options at the end of this section.

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