topic Re: New mobile not receiving calls or able to send messages in Mobile Services

New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 13:51:27 GMT

My daughter has received her new phone today its on my contract its not receiving calls or sending them we think it is the SIM not working

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 14:37:56 GMT

Hi @Blandenm

Thanks for coming back to the community 🙂

Is this a new contract or an upgrade?

Can she make calls?

Speak soon 🙂

Leanne.

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 14:42:59 GMT

We have just upgraded but she is on my account but I am at work my husband took her to our local EE store but they wouldn't help because I am the account holder and wasn't there she cant make calls the shop suggested it might be the SIM but couldn't help as I explained I wanst there

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 14:44:51 GMT

Hi @Blandenm

Is she using the old SIM card or the new one?

If this is the new one, this would need to be registered by the account holder for this to work.

If the old SIM card fits, she can use this with the new phone.

Thanks.

Leanne.

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 14:50:09 GMT

Think she is using the new one how do I register it?

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 14:53:46 GMT

Hi @Blandenm

To register this follow Activate your SIM (ee.co.uk), you will need a PIN code which will be sent to the old SIM card.

Or, please call us on 150 with the SIM card number you want to register.

Leanne.

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 14:54:50 GMT

apologies she is using the old SIM but its not working

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 14:56:23 GMT

Thanks @Blandenm

Has she tried the new one just to see if this works?

If not, does the old SIM card work in the old phone?

Leanne.

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 14:56:35 GMT

and she didn't get a new SIM according to my husband

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 14:58:56 GMT

No problem @Blandenm

Does the SIM card work in her old phone?

Leanne.

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 15:00:29 GMT

I will ask them to try it and let you know what happens either way

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 15:01:50 GMT

Apparently they have and it doesn't work

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 15:03:13 GMT

In this case @Blandenm

Please call us on 150, if no SIM card was in the packaging the team will get this looked into, as the old SIM card should be working for her.

Leanne.

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 15:04:41 GMT

I cant ring 150 I am work and don't finish till late could someone look into this on here please

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 15:05:53 GMT

Sorry we have no account access on the community @Blandenm

You would need to call us to get this looked into.

Leanne.

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 15:06:10 GMT

and why wouldnt the old SIM work even if she didnt get one?

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 15:07:22 GMT

Cam someone call us at a specific time I get home at 7pm I don't fancy being on hold for hours when I have been at work all day when this is someone's mistake

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 15:07:28 GMT

The old SIM could should be working, which is why the team will need to help you get this sorted @Blandenm

Please get in touch when you can.

Leanne.

Re: New mobile not receiving calls or able to send messages

Blandenm — Mon, 01 Aug 2022 15:08:27 GMT

Well I am working all week when am I meant to "get in touch"

Re: New mobile not receiving calls or able to send messages

Leanne_T — Mon, 01 Aug 2022 15:10:26 GMT

HI @Blandenm

You can use our message service on the get in touch page here.

Thanks.

Leanne.