New Sim won't activate

[DHolmes34]

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.

[PandJ2020]

Which network is your 'old' SIM with?

[DHolmes34]

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

[caesarome]

@DHolmes34 

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

[DHolmes34]

Yes, same account, same everything 

[caesarome]

@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.

[arcadeavenger]

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.

[dave81217]

I am having the same issue

[caesarome]

@dave81217 

What issue are you having ?

[dave81217]

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 am using the same login id as when I purchased the phone

[caesarome]

@dave81217 

Do you already have a sim with Sky ?

[dave81217]

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

[caesarome]

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.

[dave81217]

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