topic Re: My SIM is not working and I live abroad. It’s been 2 days now. in Mobile Services

My SIM is not working and I live abroad. It’s been 2 days now.

Beval — Mon, 15 May 2023 00:05:51 GMT

Good Evening,

I have an EE contract, which I have had since February 2022. I’ve had no issues until 2 days ago when my SIM went off. I need my phone for work, so this is somewhat inconvenient. I don’t understand why, suddenly my phone states, I have no SIM. All my bills are upto date? Obviously, I can’t call to discuss this and am at a loss of what to do? Please, can you contact me and let me know what’s happening. Many thanks, Beverley Dickinson.

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Chris_B — Mon, 15 May 2023 06:24:08 GMT

@Beval That’s happening because your sim is not being seen by the device, the sim could be faulty or it could just need a clean.

Take the sim out and give it a wipe over it the issue is still present you’ll have to request a replacement SIM card and this will be posted to your UK billing address and will need activation the UK. EE do not post abroad.

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Northerner — Mon, 15 May 2023 06:44:16 GMT

Hi @Beval

When were you last in the UK?

EE is a UK network and allows roaming with restrictions.

Thanks

Re: My SIM is not working and I live abroad. It’s been 2 days now.

_MrR_ — Mon, 15 May 2023 14:21:38 GMT

The fact your phone says "No Sim" makes me think it's a device issue.

Try wiping it, removing it and re-inserting it.

If that doesn't work, try it in a different device so you're sure if it's a sim or a device issue.

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Beval — Mon, 15 May 2023 15:11:20 GMT

Good Afternoon,

I have a contract with EE, since Feb 2022. I live in Lanzarote and for the past two days, my phone has stated, I have no SIM. I have taken the SIM out and put it back in the phone, still showing no SIM. I’ve never had this problem before. I can’t call you to check this and I need my phone for work to receive verifications. As you can image, this is really inconvenient, as I can’t access any of my work emails, etc. My phone bills are all paid and upto date. Please, can somebody get back to me urgently. Many thanks. Beverley Dickinson

Re: My SIM is not working and I live abroad. It’s been 2 days now.

James_B — Mon, 15 May 2023 17:11:57 GMT

Hi @Beval,

As others have mentioned this could be an issue with your phone or SIM.

Are you able to test your SIM in another phone, and another SIM in your phone to confirm? (Perhaps using a friend or family members phone and SIM)

James

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Beval — Fri, 19 May 2023 12:14:12 GMT

Hi James,

I have tried my SIM in two different devices and it’s not working.

Can a new SIM be ordered for me please?

Kind Regards,

xxxxxxxx xxxxxxxxx

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: My SIM is not working and I live abroad. It’s been 2 days now.

James_B — Fri, 19 May 2023 11:49:34 GMT

Hi @Beval,

Thanks for testing your SIM in another device.

Are you using a pay as you go or pay monthly plan?

If pay as you go, when did you last use it for a chargeable service?

James

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Chris_B — Fri, 19 May 2023 12:22:56 GMT

@Beval you can order a replacement Sim card yourself by calling customer services. This will be posted to your UK billing address as EE do not post oversea.. this SIM card will need to be activated within the UK and at least make a chargeable action then who ever has done this for you will be able to post that Sim card to you..

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Beval — Fri, 19 May 2023 22:51:51 GMT

Hi there,

I cannot call CS as you have suggested as I have no SIM. My family don’t have a UK SIM so would cost a fortune to ring CS on their phone. I don’t understand why a SIM cannot be posted to the UK address you have on file.

You have all my details. I am now paying monthly for a phone that is not in use. I don’t understand why the SIM is now longer functioning. I have never had this before?

I cannot return to the UK till July, due to work commitments.

I await your reply

Beverley Dickinson

Sent from Outlook for iOS<>

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Leanne_T — Sat, 20 May 2023 06:04:52 GMT

Hi @Beval

I am sorry we have no account access on the community to send a replacement SIM card.

You would need to contact us from another phone when you get the chance, to order a replacement SIM card to be sent to your UK address.

If you are unable to do this, you can visit an EE Store when back in the UK with photo ID for a replacement SIM.

Leanne.

Re: My SIM is not working and I live abroad. It’s been 2 days now.

SalStrazzullo — Sat, 22 Jun 2024 17:12:58 GMT

The timing you stated, which is exactly 3 months, plus the fact that you are abroad, makes me guess what the problem is exactly. The problem isn't the SIM itself, but the phone's IMEI (identifier of a cellphone module). Let me explain: many countries have an IMEI whitelist, and they only allow a foreign phone to be used for a certain number of days, tipically 90, after that number of days you are required to register your phone's IMEI with the customs office to keep using it, otherwise all the phone networks in that country will prevent your IMEI from connecting. I registered to this forum solely to put this information because it's hard to find online and I had to find out the hard way myself.

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Chris_B — Sat, 22 Jun 2024 18:38:55 GMT

@SalStrazzullo EE wouldn’t cut off a roaming phone when bills are being paid on time. The only time you might be cut off is if you are running up large bills and you’ll be given notice of this.
EE roaming is for 2 months in any 4 month period after this time you could be charged for international rates but provided you pay you’ll be ok you’ll not just be cut off. The other fact this isn’t because the device is abroad and roaming is because it’s a faulty SIM card because the device is staying no sim when the sim is in the device

Not to mention this is from 15.5.23

Re: My SIM is not working and I live abroad. It’s been 2 days now.

Chris_B — Sat, 22 Jun 2024 20:32:33 GMT

@SalStrazzullo Also I should have said it’ll say no service on the device if it was cut off and it wouldn’t say no sim. You get no sim because the device can not see/read the sim in the device so the device thinks there isn’t a sim in the device hence no sim.