Chat

Joining and set-up

Your number

How do I cancel my old number and start using a new number?

When is my old number going to be cancelled?

Using a new number

Can I bring my number over at a later point?

Can I change the number switching date or cancel the request?

Can I switch providers when abroad?

How do I keep my current number when joining?

How long is my PAC code valid for?

My PAC code isn’t working - what should I do?

What happens if my number doesn't transfer over on my chosen day?

Will I still be charged by the old provider if I have switched?

Will I still have service whilst my number transfers?

Keeping your previous number

iMessage isn't working after I transferred my number over. What can I do?

My number transferred over but I can't make or receive calls. What should I do?

My phone is displaying the wrong number when texting/calling. What should I do?

Number related issues

SIM order and delivery

Can I order a SIM from outside the UK?

Can I order an eSIM?

Can I put a 4G SIM in a 5G-ready smartphone?

Can I use a physical SIM card and an eSIM on the same phone?

How many SIMs can I order?

I need a different-sized SIM card. What should I do?

Ordering a SIM and worried if it will fit your phone? We've got you covered.

What size SIM card should I use?

How many eSIMs can I order?

Ordering your SIM

Can I have my SIM sent by signed delivery or another courier?

Can you provide me with a Royal Mail tracking ID?

Do you ship SIM cards internationally?

How and when will my SIM card be delivered?

I have not received my SIM card. What should I do?

What happens if I miss my SIM card delivery?

When should I insert my new SIM card?

SIM card delivery

How do I order a replacement SIM?

If I change my phone, will I need a new SIM?

What should I do if my SIM card gets broken, lost or stolen?

SIM replacement

Can I switch back to a physical SIM card from an eSIM?

How do I install an eSIM on a smartwatch?

How many eSIMs can my phone have at once?

What happens if I delete my eSIM?

Why should I use an eSIM?

Can I use an eSIM on my current phone?

How do I get an eSIM?

Using eSIM

SIM activation

How do I choose my phone’s default SIM?

How do I install an eSIM?

How do I activate my SIM?

How do I check if my SIM is activated?

How and when to activate

I’ve blocked my SIM by entering the wrong PIN too many times. Help!

My iPhone is showing the wrong number in settings after I've transferred my number!

My phone is not connecting to data. What do I do?

How do I get help with eSIM activation issues?

I’ve activated my SIM but it’s still not working. What should I do?

Why is my SIM not activating?

Activation issues

Device set-up

Do I need to unlock my phone before activating my SIM?

How do I unlock my device?

Unlocking your phone

How do I change my Call ID settings?

How do I set up call forwarding?

What is my number?

How do I set up my phone to use data?

Internet, calling and texting

How do I access my voicemails in the UK?

How do I set up voicemail / visual voicemail?

What is visual voicemail? How do I use it?

How do I access my Voicemails whilst abroad?

What do I do if I forget my voicemail PIN Code?

Why is my voicemail not working?

Setting-up voicemail

I have a technical issue that is not on the help centre. What should I do?

I’m having problems sending text messages. What should I do?

Device issues

Find answers and get help from Intercom Support and Community Experts

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