topic Re: New Sim won't activate in Sky Mobile

New Sim won't activate

DHolmes34 — Tue, 25 Aug 2026 17:18:45 GMT

I bought a new phone and sim yesterday but im having issues activating it switching my old number to this needs phone. When I go through the process to complete it, im met with a "This page is restricted, sorry you cannot view this page because you are not the account holder. Please contact the account holder to this Sim." I am the account holder and im unable to use the phone until this is sorted.

Re: New Sim won't activate

PandJ2020 — Tue, 25 Aug 2026 17:19:47 GMT

Which network is your 'old' SIM with?

Re: New Sim won't activate

DHolmes34 — Tue, 25 Aug 2026 17:55:31 GMT

It's an EE sim but I cant even activate the SIM with Sky before I even start doing the change over

Re: New Sim won't activate

caesarome — Tue, 25 Aug 2026 18:13:51 GMT

@DHolmes34

Are you signed in with the same details you used to place the order for this sim ?

Re: New Sim won't activate

DHolmes34 — Tue, 25 Aug 2026 18:27:44 GMT

Yes, same account, same everything

Re: New Sim won't activate

caesarome — Tue, 25 Aug 2026 18:45:50 GMT

@DHolmes34

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: New Sim won't activate

arcadeavenger — Wed, 26 Aug 2026 09:00:20 GMT

Thanks for escalating this @caesarome. We’ve sent @DHolmes34 an invite to chat.

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

Re: New Sim won't activate

dave81217 — Wed, 26 Aug 2026 17:10:18 GMT

I am having the same issue

Re: New Sim won't activate

caesarome — Wed, 26 Aug 2026 18:23:40 GMT

@dave81217

What issue are you having ?

Re: New Sim won't activate

dave81217 — Wed, 26 Aug 2026 18:29:43 GMT

Re: New Sim won't activate

caesarome — Wed, 26 Aug 2026 18:32:21 GMT

@dave81217

Do you already have a sim with Sky ?

Re: New Sim won't activate

dave81217 — Wed, 26 Aug 2026 18:37:13 GMT

Yes. My phone is with Sky, I purchased a phone and SIM for my wife on my sky account, and another SIM for my daughter. It is my wife's new SIM that I can't activate

Re: New Sim won't activate

caesarome — Wed, 26 Aug 2026 19:01:33 GMT

Using the phone with the other Sky sim in it I would give Sky a call on 150 to ask them to activate it for you.

Re: New Sim won't activate

dave81217 — Wed, 26 Aug 2026 19:03:42 GMT

Thanks for your help. I will give that a try tomorrow