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Phones & Tablets

How do I activate a new phone with the same number when the old one is broken?

Reviewed by John Porter, Editor ·

Answer

The number lives with your carrier account, not the handset. If the old phone used a removable SIM and it is undamaged, moving it to the new phone usually restores the number straight away. If it used an eSIM, or the SIM is damaged, your carrier can transfer the number to the new device — you will need proof of identity and the account details.

Before you start: stop right away if…

  • Do not cancel the old service before the number is working on the new phone, or the number may be lost.
  • Only ever request a number transfer through your carrier's official channels. Fraudulent transfer requests are how accounts get hijacked.

Follow these steps

  1. Recover the SIM from the old phone

    If there is a SIM tray, open it with the ejector tool and check the card is not cracked or bent.

    You should see: You have an intact SIM card, or know it is unusable.

  2. Fit it in the new phone

    Insert the SIM into the new handset and power it on. If the sizes differ, your carrier can supply the right one.

    You should see: The new phone shows signal and your number.

  3. Ask the carrier to transfer the number

    If there is no usable SIM or the phone uses eSIM, contact your carrier and ask them to move the number to the new device.

    You should see: The carrier issues a new SIM or an eSIM activation code.

  4. Activate an eSIM if that is what you were given

    Scan the QR code the carrier provides, or follow their app's activation steps, while connected to Wi-Fi.

    You should see: The new phone registers on the network with your number.

  5. Confirm calls and texts both work

    Make a test call and send a text, and check that verification codes from your accounts still arrive.

    You should see: The number works fully on the new phone.

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Extra tips

What to look for: Whether the old phone has a SIM tray, and whether the new phone takes the same SIM size or expects an eSIM.

Before you change anything: Have the account holder's details and any account PIN ready. If the broken phone still powers on, back it up before removing anything.

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