topic Activating a Replacement SIM - Without Old SIM in Sky Mobile

Activating a Replacement SIM - Without Old SIM

SkyCompo — Tue, 23 Jun 2026 17:02:42 GMT

I have a replacement SIM card as someone nicked my old phone (though I received the case back in good condition - the irony).

I've a new phone in front of me, with an activation code, but I can't access this without using an OTP from Sky. Chat online seems to be out of options, perhaps unsurprisingly, but calling from another phone I get the same thing - enter the OTP Code we sent you. I suspect that is to unlock the account as the old phone was recorded lost or stolen.

I can't be the first person to have this problem, but that aside, I just can't get through to a human being to reactivate my Sky Mobile SIM on the new phone. I just want someone to speak/text/email so that I'm able to enable my phone again.

Re: Activating a Replacement SIM - Without Old SIM

63johnw — Tue, 23 Jun 2026 18:41:45 GMT

Hi @SkyCompo

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: Activating a Replacement SIM - Without Old SIM

Jason- — Tue, 23 Jun 2026 18:59:39 GMT

Good Evening @63johnw, thanks for making us aware of @SkyCompo's post. We'll drop them an invite shortly so we can help get their replacement SIM activated 👍🏻

Thanks, Jason-

Re: Activating a Replacement SIM - Without Old SIM

SkyCompo — Wed, 24 Jun 2026 14:26:37 GMT

Super, thanks @63johnw and @Jason- , this has now been resolved. Carol took me through the security process and applied the activation code so I'm all set up now. Your help has been much appreciated.