topic Re: Sim not working in Mobile Services

Sim not working

TM56 — Tue, 18 Apr 2023 05:22:31 GMT

Arrived in Turkey a few days ago phone/sim all working until 2 days ago Sim now not working can’t receive or make calls or texts Tried removing sim turning the phone off and rebooting all not working Any advise would be appreciated

many thanks

Re: Sim not working

Katie_B — Tue, 18 Apr 2023 07:24:09 GMT

Hello @TM56.

To confirm was your SIM originally working fine in Turkey?

Did you activate roaming before travelling abroad by either texting ROAMING to 150 or by giving us a call?

Katie

Re: Sim not working

TM56 — Tue, 18 Apr 2023 07:47:33 GMT

thank you for your reply
I’ve never had to active roaming before and I’ve been many times over the years It’s never done this before. I can’t call or text.
I can use WhatsApp and FaceTime though

Re: Sim not working

Katie_B — Tue, 18 Apr 2023 08:15:26 GMT

Thanks for getting back to me @TM56.

When you first arrived in Turkey could you use your services OK?

Katie

Re: Sim not working

TM56 — Tue, 18 Apr 2023 11:49:11 GMT

Hi Katie

yes no problem 48 hours later no sim came up I’ve tried everything I can think off And I’m sorry I’m not ringing EE UK services to get it sorted it will cost me a dam fortune.
is there anything that can be done remotely/cyberspace to sort it Or Will it revert back once I’m back in the uk

many thanks

Re: Sim not working

Katie_B — Tue, 18 Apr 2023 11:57:41 GMT

Hi @TM56.

Could you please confirm if you are pay as you go or pay monthly?

Have you tried manually select another available network?

Are you able to try removing the SIM and re-inserting?

Katie

Re: Sim not working

TM56 — Tue, 18 Apr 2023 13:32:01 GMT

Hi Katie

I’m pay monthly and I’ve taken the sim out and re-inserted it about 5 times. Turned my phone off and tried rebooting it by holding down the two up/down buttons and off button nothing is kicking in into working I’ve tried it in my husbands phone still the same

must admit I’ve not tried selecting an other net work It always turns to Turkcell automatically

Many thanks

Re: Sim not working

TM56 — Tue, 18 Apr 2023 13:37:22 GMT

Hi Katie

Not able to select manually from general setting The phone icon is pale and not available due to no sim

I’m going into the village tomorrow and I’ll pop into turkcell and pick up a local sim and see if that works

kindest regards

Re: Sim not working

Leanne_T — Tue, 18 Apr 2023 13:46:24 GMT

Let us know if the local SIM card works, the phone would need to be unlocked to use any other SIM @TM56

Have you ordered a new SIM or made any account changes over the last few days?

Leanne.

Re: Sim not working

TM56 — Wed, 19 Apr 2023 10:44:21 GMT

Hi Leanne,

no to account changes or to ordering a new sim .Turkish sim up and running with no probs so I’m no idea what’s gone wrong with my EE SIM card

im in Turkey for 6 weeks without a EE sim working will I still be charged, if so how do I go about getting a month refunded I’ve not done anything to the sim or my phone and I’ve had to buy a sim here So why should I pay for something that’s not functional to my contract

kindest regards

Re: Sim not working

Leanne_T — Wed, 19 Apr 2023 10:49:21 GMT

Hi @TM56

If you get in touch with our mobile care team once you are back in the UK they can help you with any account queries.

Thanks 🙂

Leanne.

Re: Sim not working

TM56 — Wed, 19 Apr 2023 10:53:35 GMT

Leanne Thank you and I will x

will I need to go to my local EE shop to sort my sim or could I request one to be sent to my home

many thanks for all your help

kindest regards

Re: Sim not working

Leanne_T — Wed, 19 Apr 2023 11:09:07 GMT

You can request one if you give us a call and this would be sent to your address @TM56

Or, an EE Store can replace the SIM card for you. They would need to see photo ID to get this sorted in store.

Leanne.