topic Re: URGENT please - Problem with activating a replacement SIM card. in Sky Mobile

URGENT please - Problem with activating a replacement SIM card.

Ghost123uk — Mon, 04 May 2026 19:32:37 GMT

I have spent 2 days going round and round on the website trying to sort this daft situation out and I have been without any telephone for over a week now.

You sent me a replacement SIM to replace one that had gone faulty.
I try to activate online (logged in to "My Sky account")

It says I need to enter a security code into my phone, but of course, because my phone is currently not working. that is impossible !!
It then says I can complete the security check online, but on clicking that, it asks me to type in the security code, which of course I don't have because my original SIM if fauty.

I cannot ring Sky because I do not have a landline, and the "Virtual assistent" is just useless.

What on earth can I do ?

Re: URGENT please - Problem with activating a replacement SIM card.

63johnw — Mon, 04 May 2026 20:19:02 GMT

Hi @Ghost123uk

To try and get you some help I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a coloured speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: URGENT please - Problem with activating a replacement SIM card.

Ghost123uk — Mon, 04 May 2026 20:39:50 GMT

Thank you SO MUCH John

I will be very happy if your input results in a solution to this non-sensical dilema.

John (B)

Re: URGENT please - Problem with activating a replacement SIM card.

LJB-C — Tue, 05 May 2026 08:19:24 GMT

Good morning 👋 Thanks for escalating this @63johnw. We’ve sent @Ghost123uk an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: URGENT please - Problem with activating a replacement SIM card.

Ghost123uk — Fri, 08 May 2026 18:52:00 GMT

Hi there John.

Just to say THANK YOU for your assistance with this.

After many hours (literally !!) we got there in the end !!

It does seem very odd that Sky insist on sending a security code via txt to a SIM card that is NOT working before you can proceed to activate the replacement SIM card.

Let us hope that someone looks into this silly situation and adjusts the proceedure to make it possible without having to spend days (literally) on their help pages and then on this forum. I mean, I am SURE I am not the only person to have found themselves in this situation !!

Thanks
John (B)

Re: URGENT please - Problem with activating a replacement SIM card.

63johnw — Fri, 08 May 2026 19:03:09 GMT

Glad you got sorted @Ghost123uk