FAQ SIM Replacement

It seems my SIM card is damaged. What should I do?

Visit the nearest retail shop and get your new SIM card.

To find the nearest retailer in your current location using the My Airtel App, from the home screen navigate to Menu > Locate Us

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

  1. 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 replacement SIM card for your number.
  2. In case you want to register a complaint for your lost mobile handset – Visit https://www.ineed.police.lk/ website and lodge a complaint.
  3. If you do not have the Device IMEI – visit the nearest Bell store to make a request for IMEI. Charges are applicable.

How much do I have to pay to upgrade my current SIM to a 4G SIM or get a replacement SIM?

It is completely free of charge.

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

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

Will my existing benefits remain after the SIM change?

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

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

  1. Send a SMS in the 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

  1. Once you get the confirmation message, insert the new SIM card into your mobile.
  1. Ensure that you take necessary backups of your existing contact details saved on your SIM card prior to change.