topic Re: I can't receive and make calls in Mobile Services

I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 10:03:56 GMT

I activated my sim yesterday, but i can't call or receive calls or call the costumer service

Please help me

Re: I can't receive and make calls

Katie_B — Fri, 02 Jun 2023 12:02:06 GMT

Hi @LindaSerenissi.

Are you new to EE or was this part of a upgrade?

Katie

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 14:23:53 GMT

I’m new

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

Re: I can't receive and make calls

Katie_B — Fri, 02 Jun 2023 13:03:15 GMT

Thanks for confirming @LindaSerenissi.

Are you pay as you go or pay monthly?

Katie

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 14:24:08 GMT

I’m pay monthly

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

Re: I can't receive and make calls

Katie_B — Fri, 02 Jun 2023 13:14:59 GMT

What happens when you try to make a call @LindaSerenissi?

Did you purchase your phone direct with EE?

Katie

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 14:24:21 GMT

i inserted the sim into the phone, i registered on the site, i chose and paid for the plan, but when i went to try to make a phone call or send an sms or surf the internet as it was written on the instructions it didn't let me do anything.
as soon as the calliama leaves, it rings once and then closes immediately

The phone is mine
I’m in Italy

xxxxxxxx xxxxx

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

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 13:38:31 GMT

Please help me! I need to speak with my husband and i can speak with him only by my new sim

Re: I can't receive and make calls

Katie_B — Fri, 02 Jun 2023 14:25:44 GMT

Hello @LindaSerenissi.

Was the SIM you purchased a pay as you go SIM with a reoccurring monthly pack?

We recommend SIMs are activated in the UK before travelling abroad to use whilst roaming.

If you are a contract customer, did you activate roaming before leaving the UK by texting ROAMING to 150 or by giving us a call?

Katie

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 14:29:43 GMT

Yes i have a pay ad you go with monthly pack

No i activate the sim in Italy

Re: I can't receive and make calls

Katie_B — Fri, 02 Jun 2023 15:06:49 GMT

Thanks for confirming @LindaSerenissi.

Pay as you go SIMs must be activated in the UK using the EE network before being used abroad.

Katie

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 15:09:07 GMT

How can i do now?

Re: I can't receive and make calls

Katie_B — Fri, 02 Jun 2023 15:10:27 GMT

Hi @LindaSerenissi.

You could speak with our technical care team to see if there is anything that can be done, but I do believe it can only be activated upon your return to the UK.

Katie

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 15:14:16 GMT

But i have signal and receive message from you

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 15:14:39 GMT

I can’t call beceause the sim isn’t work

Re: I can't receive and make calls

Katie_B — Fri, 02 Jun 2023 15:26:04 GMT

Hi @LindaSerenissi.

Are you connected to WiFi?

Katie

Re: I can't receive and make calls

LindaSerenissi — Fri, 02 Jun 2023 15:45:34 GMT

Yes

Sernissi Linda

Re: I can't receive and make calls

Katie_B — Fri, 02 Jun 2023 16:00:33 GMT

You will be able to continue using WiFi to provide data service but you won't be able to make calls, texts or use data off WiFi until you return to the UK and activate the SIM @LindaSerenissi.

Katie