Help and support

Why would I need a replacement SIM?

You may need to order a replacement SIM in the following circumstances:

  • You need to upgrade from a 3G SIM

  • You changed your handset

  • Your original SIM didn't arrive

  • Your current SIM is damaged or faulty

  • You lost your phone and/or SIM card

  • Your phone and SIM were stolen 

If your mobile has been lost or stolen, please call us to freeze your SIM so it can’t be used to make or receive calls, texts or use data. This should prevent any unwanted additional charges should someone else use your mobile.

How can I order a replacement SIM?

You can request a replacement SIM by

or entering the UW app → Mobile. Click 'Manage SIM' → 'Replace SIM' on the relevant mobile number.

Finally, you'll select a reason for the replacement, and click 'Confirm Order.'

If you believe your SIM is faulty

If you believe your SIM is faulty, give us a call so our advisor can run some checks - the fix might be quicker than waiting for a new SIM. Scroll to the bottom of this article for the call option.

I've ordered a replacement SIM - what happens next?

You'll receive an email and text confirmation saying we've got your order. Once processed, we'll send your replacement SIM to your chosen address via Royal Mail 1st Class post, usually arriving in 4 working days.

I've received my replacement SIM - what should I do now?

You'll need to insert your replacement SIM into your mobile device. If you need help with this,

. Next, you'll need to activate your new SIM by clicking If you requested to bar your allowances, these will automatically be restored when your new SIM is activated.

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