SIMs and eSIMs
SIM cards connect your device to the mobile network, giving you access to calls, texts, and data. This guide explains the difference between SIMs and eSIMs, how to order and activate them, and what to do if you run into issues.
What is a SIM?
- SIM card (physical): A small, removable chip you insert into your device.
- eSIM (embedded SIM): A digital SIM built into newer devices. Unlike a physical SIM, it can’t be swapped — you need to re-activate it each time you move to a new handset.
⚠️ SIMs and eSIMs are available with Mobile and Mobile Broadband (MBB) tariffs only. They are not supported for devices such as smartwatches.
Ordering a new SIM or eSIM
- New SIM card: Order through your plan partner.
- New eSIM: Order directly via my.plan.
Activating your SIM or eSIM
You can activate any SIM type through my.plan:
- Log in.
- Go to Controls → SIM Controls → SIM Swap.
- Follow the step-by-step instructions.
Activation can take up to 24 hours but usually completes much quicker. Once active, restart your device to refresh the connection.
Troubleshooting SIM problems
If your device shows “Insert SIM” or the SIM isn’t working:
- Remove the SIM, restart your device, then reinsert.
- Check your APN settings (important if you’re on the O2 network). See the APN settings guide.
- Test the SIM in another device, if available.
- Check network status using your postcode:
If you’re having issues with calls or SMS, note any error messages — these details will help support teams investigate faster.
Common SIM issues
- Lost SIM: A replacement must be ordered from us — SIMs from other providers (like O2 directly) will not work.
- Wrong size SIM: All SIMs supplied are triple-cut (standard, micro, nano). Snap down to the size that fits your device.
SIM misuse policy
SIM misuse is prohibited, including:
- SIM boxes or gateways for bulk SMS
- Sharing one SIM across multiple devices
Such misuse may lead to termination of service.
FAQs
What is a SIM?
A SIM (Subscriber Identity Module) card is a secure, compact, mobile memory chip designed to store essential information about a mobile service and associate it with a specific device.
What is an eSIM?
An eSIM is simply a SIM card that’s embedded into a device. The information stored by the eSIM is downloaded onto the eSIM.
Are they as secure as standard SIMs?
Yes – they can only be used once and unlike a traditional plastic SIM, someone can’t remove the sim card if your phone is lost or stolen.
Can my phone have multiple eSIMs?
You can store multiple eSIMs on the same phone. This means you can easily switch between different mobile carriers or plans without the need to physically swap SIM cards. It also means you can switch between mobile numbers.
Can you have a SIM and an eSIM?
Certain phones come equipped with both an eSIM and a traditional plastic SIM card slot, which are called “Dual SIM with eSIM” phones.
Which phones support eSIMs?
Since the introduction of the iPhone Xs, all subsequent iPhone models have been equipped with eSIM support. Additionally, a growing number of Android phones are now offering compatibility with eSIM technology.
What is an eSIM QR code?
QR codes are a special type of barcode designed to allow effortless access to information using a smartphone. These codes require scanning with your phone’s camera. Your phone comes equipped with a built-in QR code reader, which automatically activates during eSIM setup, eliminating the need to download any external applications.
I can’t get my eSIM to work… what should I check?
If you can’t get the eSIM to work, please check:
- Has the eSIM been used on a different device? If so, it will not work.
- Is your device able to support eSIMs? See the FAQ above or use Google to find out if it’s compatible.
- Check you are running the latest version of your phone’s operating system.
Is there any difference in network coverage or quality between eSIMs and physical SIMs?
No, eSIMs offer the same network coverage and quality as physical SIMs, as they connect to the same mobile networks.
What are the benefits of using eSIMs?
eSIMs offer the convenience of remotely activating and managing your mobile service, enabling easier switching between carriers or plans without needing a physical SIM card.
Questions?
Our experienced team are on-hand to provide the support you need to ensure your device is set-up.
+44(0)3300 88 18 18 | help@plan.com
The team is available 8am – 8pm weekdays and 8am – 5pm weekends and we aim to respond to email and voicemails within 24 hours.