FAQ SIM Replacement

What is a 4G SIM?

It is an upgraded SIM card, which will enable you to use 4G for enhanced data experience.

How to check whether I am using a 4G SIM?

Dial *780# from your mobile phone.

How much do I have to pay for upgrade my SIM to 4G SIM?

It is completely free of charge.

My SIM is not working after upgrading to a 4G SIM. What should I do now?

a. Check whether you have inserted your new SIM card properly to a smart phone enabled with 4G.
b. Restart your mobile after inserting the sim.
c. Ensure that you have selected “4G network” from your mobile network settings.

What should I do if I lost my SIM / Mobile?

a. Call 1755 and inform that you have lost the SIM / Mobile Handset – we will immediately deactivate the sim to avoid misuse. You can visit any retailer with your NIC to get a new replaced sim card for your number.

b. Incase you want to register a complaint for your lost mobile handset – Visit https://www.ineed.police.lk/ website and lodge a complaint.

c. If you do not have the Device IMEI – visit the nearest bell store to make a request of IMEI. Charges applicable.

Seems my SIM card is damage. What should I do?

Visit the nearest retail shop and get your new SIM card. Click here to find the nearest retailer to your current location. (Route to Store locator)

Will my existing benefits will remain after the SIM change?

Yes. The existing balance & benefits will remain as same.

I received a SIM card from Airtel to upgrade my 3G SIM to 4G. How can I upgrade the SIM by myself?

a) Send a SMS to below format from your old SIM card.
UPGRD<Space>(SIM Number) and send the message to 780
e.g. UPGRD 899405XXXXXXXXXXXXXF send the message to 780

b) Once your get the confirmation message, insert the new SIM card to your mobile.

c) Ensure that you take necessary backups of your existing contact details saved on your SIM card prior to change.