topic Re: SIM card not working in Mobile Services

SIM card not working

GlenInRwanda — Wed, 07 Jun 2023 09:40:20 GMT

I work overseas but keep my UK SIM for when I return home and to receive One Time Passwords from UK banks etc. The SIM has suddenly stopped receiving messages and says it's not registered but it's still showing up on my phone. Bill has been paid and I've tried accessing 2 banks so it's definitely the SIM that's the problem and not the online bank. Any ideas?

And why doesn't EE have web chat or a better way of getting help?

Thank you.

Re: SIM card not working

Leanne_T — Wed, 07 Jun 2023 11:19:47 GMT

Hi @GlenInRwanda

Thanks for coming here.

How long ago did you last use the SIM card in the UK?

Does the SIM work in any other phone?

Leanne 🙂

Re: SIM card not working

GlenInRwanda — Wed, 07 Jun 2023 11:41:49 GMT

I used it in the UK in January but it was working here last month. It doesn't work in my other phone either but the phone does recognise the SIM card.

Re: SIM card not working

Leanne_T — Wed, 07 Jun 2023 11:43:15 GMT

Thanks @GlenInRwanda

Have you made any account changes recently?

Leanne.

Re: SIM card not working

GlenInRwanda — Wed, 07 Jun 2023 11:51:31 GMT

None at all.

Re: SIM card not working

Leanne_T — Wed, 07 Jun 2023 11:59:57 GMT

Thanks @GlenInRwanda

It sounds like the SIM may have developed a fault and need replaced. Are you abroad at the moment?

Leanne.

Re: SIM card not working

GlenInRwanda — Wed, 07 Jun 2023 14:17:35 GMT

Yes and I won't be back in the UK until Christmas.

Re: SIM card not working

Leanne_T — Wed, 07 Jun 2023 14:20:01 GMT

Hi @GlenInRwanda

You can try contacting our mobile care team, they will make sure everything on the account is still active for you. If so, you would need a replacement SIM sent to the registered UK address.

Leanne.

Re: SIM card not working

GlenInRwanda — Fri, 09 Jun 2023 07:57:51 GMT

Hi Leanne,

Thanks for this but it's really not very helpful. I will cancel my EE direct debit as there's no point in paying for a service I can't use.

Thanks,

Glen.

Re: SIM card not working

Christopher_G — Fri, 09 Jun 2023 08:25:41 GMT

I'm sorry to hear that, @GlenInRwanda. Is there anyone at home who it can be sent to so they can forward it on to you?

Just to let you know, cancelling the Direct Debit won't cancel the plan itself. If you're looking to cancel, you'll need to speak to our Mobile Care team. I've seen other users in similar situations use a VoIP service, such as Skype to contact us.

Chris

Re: SIM card not working

GlenInRwanda — Fri, 09 Jun 2023 08:33:31 GMT

It could be sent to my parents who can then forward it but it's a bit of a rigmarole, especially as they'd need to use the SIM in the UK first. I'll contact the Mobile Team, as per your advice.

Thank you.