topic Re: My new sim is not working in Mobile Data

My new sim is not working

batman4 — Sat, 07 Jan 2023 12:34:08 GMT

i just got my new pay monthly sim card and the internet is not working on my phone but it is working on my old one, i tried contacting EE but is impossible to speak with an actual person.

Why is this happening? the phone is sim free and is working for calls but no a sign of internet at all.

also all the details on my EE app account are old for a PAYG old sim and i can't change it!

Thank you

Re: My new sim is not working

Schockwave — Sat, 07 Jan 2023 12:50:05 GMT

Hello @batman4 ,

I would suggest ringing customer service to get this sorted so that you can register with the app again, as previously you were on pay as you go and now have a monthly contract and the two do not mix, so would need to be reset first so that you can use it, which means registering once again on the app.

Re: My new sim is not working

batman4 — Sat, 07 Jan 2023 12:55:05 GMT

thank you for your reply, i been traying to contact them all morning but there is no way to speak with an actual person, I am very frustrated.

Re: My new sim is not working

Leanne_T — Sat, 07 Jan 2023 12:58:08 GMT

Hi @batman4

If you can try us again on 150, the team will be able to get this looked into for you and get this sorted 🙂

Leanne.

Re: My new sim is not working

batman4 — Sun, 08 Jan 2023 12:39:56 GMT

I spent hours on the phone yesterday with the guru tech team all for nothing!

they said that my Samsung S8 is not compatible with their SIM and there is nothing they can do.

I find that hard to believe, How can a SIM not be compatible with a phone? Never saw that before, my phone is unlocked and i tried several SIM cards on it before including EE and always worked.

If the SIM is not compatible with some phones we should be informed of that before we buy a contract.

I am extremely disappointed and all the time I wasted...

Re: My new sim is not working

Leanne_T — Sun, 08 Jan 2023 12:42:35 GMT

Hi @batman4

The SIM should work in any EE or unlocked phone, have you had a replacement SIM card at all?

Does the SIM work for data in any other phone?

Leanne 🙂

Re: My new sim is not working

Schockwave — Sun, 08 Jan 2023 12:43:27 GMT

@batman4 , not sure why SIM card would not be compatible with your phone, this makes no sense at all, not heard that one before. Just a question, how old is your phone? SIM cards are multi so should fit for any phone.

Re: My new sim is not working

batman4 — Sun, 08 Jan 2023 12:45:09 GMT

Hi Leanne

No replacement, they said the sim is fine.

Yes, it works on my old phone, an Samsung A10, but i tried on my Samsung s8 and i can call but no data and i tried it on my partner's samsung s8 as well and he has data but can't call.

Re: My new sim is not working

batman4 — Sun, 08 Jan 2023 12:47:35 GMT

Hi Shockwave

the SIM fits but doesn't work, but that is not compatible was the answer i got from the Guru team, it is indeed very weird.

i bought the phone about one year ago and it works perfectly fine with all other SIM cards.

Thank you!

Re: My new sim is not working

Schockwave — Sun, 08 Jan 2023 12:51:01 GMT

@batman4 , that does seem strange, as it should be compatible, nothing has changed. Maybe if you can go into a store and get a replacement SIM card, sounds like the SIM card is faulty. You can also order online, but will cost £1.50, just make sure it is a replacement SIM card.

Re: My new sim is not working

batman4 — Sun, 08 Jan 2023 12:59:48 GMT

Shockwave, what I am worried about is that if I spend more time looking into it it would be after 14 days from the purchase of my contract and they will spect me to pay a penalty for early cancelation.

I leave in the Highlands and there is no EE shops anywhere near and deliveries are not particulary fast.

Re: My new sim is not working

Leanne_T — Sun, 08 Jan 2023 14:11:06 GMT

Just to make sure are all settings correct in your phone for accessing the internet? @batman4

Please see Setting up your Samsung Galaxy S8 Android 7.0 for internet, device guide for steps on how to check 🙂

Leanne.

Re: My new sim is not working

batman4 — Mon, 09 Jan 2023 11:47:16 GMT

Hi all

I finally managed to fix the problem on a chat with Samsung.

the EE team helped me to reset an APN but still didn't work, the guy from Samsung told me to do it again but changing one thing that I don't remember what it was and Voila! Problem sorted.

Re: My new sim is not working

Katie_B — Mon, 09 Jan 2023 13:07:37 GMT

That's great to hear @batman4.

Thanks for letting us know,

Katie

Re: My new sim is not working

seana1811 — Fri, 17 Mar 2023 19:21:07 GMT

i have the exact same problom my self and all ee can say is your phone is not supported by are new sim card total disgrace and again same phone samsung s8 they told me to buy a better phone i told them how can i do that when my upgrade is not due and im stuck in contract and in my opion samsung s8 is a perfely acceplt and capable phone

Re: My new sim is not working

seana1811 — Fri, 17 Mar 2023 19:23:32 GMT

not the case im afraid im in the same boat with a samsung s8 i went to the store they would not make any sim swops as they simply said there sim is no longer supported in the phone i felt like they simply dont care and trying to make us buy a new phone from them

Re: My new sim is not working

seana1811 — Fri, 17 Mar 2023 19:25:45 GMT

i tried all of the setting in the post u added and it simply wont save the setting u shared and your stores dont care about it at all just tell u your phone is to old to be on your network buy a new one discusting

Re: My new sim is not working

seana1811 — Fri, 17 Mar 2023 20:05:20 GMT

i have spent 10 mins on live chat with samsung and they fixed it here is what to do

change the 'Mobile Virtual Network Operator Type' setting to 'GID' using these steps below: 1. From the home screen swipe either up or down to access apps. 2. Tap Settings. 3. Tap Connections. 4. Tap Mobile networks. 5. Tap Access Point Names. 6. Tap ADD. 7. Enter the relevant details, then tap menu. 8. Tap Save.

Re: My new sim is not working

Leanne_T — Sat, 18 Mar 2023 07:07:25 GMT

Thanks for sharing the solution @seana1811

I am sure this will be helpful to other customers 🙂

Have a lovely weekend.

Leanne.

Re: My new sim is not working

Dslope007 — Wed, 19 Jul 2023 20:11:24 GMT

yes, well said. I have Samsung Note 8 same issue. I can make calls and send messages. Cannot get internet. Finally the 150 told me the new SIM is not compatible with my phone. I have 4g on my phone. EE are useless. I will change provider for pay as you go. Really bad service.