Improved network replacement sim

[Charlieb2]

I’ve been in Spain for 2 months due to a family illness and have been unable to use my phone for a month due to not receiving and activating the replacement sim that was sent out due to the network improvements. I have managed to get my sim sent to me in Spain and received it today. How do I activate it? I am going to be here for another month and need to be able to use it . Thanks

[Matthew_ML · Accepted solution]

Hey Charlieb2, thank you for reaching out and a warm welcome to the community. I am sorry you had some issues with your sim card.

Unfortunately, we can't activate a sim card outside the UK, it would need to be activated within the UK for it to work. 

I understand this is not the answer you were looking for, and I am so sorry about this.

We can post to any UK address and it could be activated from there but it would need to sent to Spain then. Thanks 

[Charlieb2]

Can’t this be activated remotely? I’ve seen this in other threads on here where people have had the same problem.

[Matthew_ML]

Hey Charlieb2, thank you for reaching back out.

Unfortunately no the sim card would need to be in the UK for this to happen with it being in Spain it wouldn't be possible sorry. Thanks 

[Charlieb2]

But this was possible in September?

[Charlieb2]

If this isn’t possible to activate until I return to the U.K. next month can you refund the payments I have made since the 4th October, which is the date my sim stopped working, and don’t take any further payments until the sim is activated. Thanks

[Matthew_ML]

Hey Charlieb2, if it was activated in the UK before it sent to you then yes we could of activated it you, or you could of even activate it your self with the instructions in the package. Thanks

[Charlieb2]

And had I received it before I had to suddenly leave the U.K. to look after my sick mother then I would have activated it 😡

So will my payments be refunded and stopped until I can activate it, which hopefully will be next month.

[Matthew_ML]

Hey Charlieb2, I am really sorry to hear this and I send my best wishes to your mother.

Unfortunately it will just carry on as normal which I know isn't ideal, if you know anyone in the UK  who could send it you out to you? If so I will just PM you to get another sim card sent out and then maybe they could send it to Spain? Thanks 

[Charlieb2]

It has been sent out to me to Spain, it took 3 weeks to arrive so sending another one to my home in the uk is pointless as by the time it arrives there and then here would be another 4 weeks. More stress that I don't need and a phone that I can't use when I need it most. I'll look into cancelling my contract. So disappointed and frustrated.