topic Re: Phone/sim issues in Mobile Services

Phone/sim issues

Allan_McLeod — Tue, 27 Oct 2026 14:20:24 GMT

I'm having issues with my phone. My phone has spontaneously restarted itself 4 times today. It only detects my SIM intermittently. It'll stop detecting it and re-find it multiple times a minute.

I've tried switching airplane mode on/off, switching the phone on and off, cleaning the sim, resetting the phone; still having issues.

Thoughts and suggestions please?

Re: Phone/sim issues

Northerner — Tue, 27 Oct 2026 14:56:52 GMT

Hi @Allan_McLeod

What device?

Try backing up and factory resetting your device.

Thanks

Re: Phone/sim issues

JamesCo — Tue, 27 Oct 2026 16:33:42 GMT

Hi @Allan_McLeod
I have the same issue. Started at around 6PM last night.
It'll stop detecting the EE network and try to reconnect multiple times a minute.
Then after a couple of minutes it complains about com.android.phone and reboots before prompting a factory reset / try again. (It won't stay up long enough for me to call 150.)

Phone is a Motorola G24 and up to date with software. (What brand is your phone?)
Troubleshooting:
Trying the same SIM in an identical (spare) phone and it does exactly the same thing, making it unusable.
Testing with an O2 SIM in either phone is fine. No problems: boots and works as normal.
I have also tried clearing cache / storage and resetting Phone Services etc.

I don't think the phone needs a factory reset to resolve at this point because it is fine with another carrier. The next thing I could try is another EE SIM but I don't have one available.

Has anyone else had these issues today?

Thanks

Re: Phone/sim issues

Mousa21 — Tue, 27 Oct 2026 18:13:12 GMT

Very similar issue here. Motorola G73. EE advised it will be a hardware issue, and the phone might need to go back to Motorola for repair??? Seems it's not just me affected today. My one is showing under "Sim Preferences" to be flicking between 3 things which are My own mobile number, another random mobile number, and "Empty Sim Slot". This is happening within 2-3 seconds each time. I tried googling the random other phone number and nothing came up, so I tried phoning it from a landline and it said the number is not recognised.

Anyone found a solution? I am wary of resets as I have loads of photos I'll need to properly back up first. I have disabled the sim for now.

Re: Phone/sim issues

Allan_McLeod — Tue, 27 Oct 2026 20:48:45 GMT

Hi all, I borrowed a friends phone and spoke to someone at their helpline. They went through a bunch of troubleshooting solutions before including it was a handset issue. They transferred my call to Motorola's helpline who basically said they were having lots of issues with EE at the moment and it was a service provider issue. I called EE back and explained what Motorola said, they tried the same stuff again before escalating to someone higher who explained that Motorola and EE weren't interacting properly and they didn't know why but they'd try to keep me updated by email.

Re: Phone/sim issues

Allan_McLeod — Tue, 27 Oct 2026 20:49:28 GMT

Re: Phone/sim issues

Mousa21 — Wed, 28 Oct 2026 01:35:58 GMT

Sounds like they are hopefully on the case. Well done Allan for going back to them. I definitely felt a bit fobbed off by them being told it was definitely a hardware issue. It would be great if you could let others know what they say when they get a fix sorted, which will hopefully be quickly.

Re: Phone/sim issues

Mousa21 — Wed, 28 Oct 2026 08:41:32 GMT

Switched my SIM back on just now and it's working. Weirdly it is showing the random number in SIM preferences instead of my own number, but when I call my number from a landline it seems to work. When I call the other number it still says that number is not recognised. Not sure what that's about.

Re: Phone/sim issues

Mousa21 — Sat, 31 Oct 2026 06:50:37 GMT

Did yours start working again after a day or so as well?

Re: Phone/sim issues

Leanne_T — Sat, 31 Oct 2026 15:52:07 GMT

Hi @Mousa21

Thanks for coming back to the community.

Is this still happening since you last posted? Are you receiving calls and texts to your number?

Thanks.

Leanne.

Re: Phone/sim issues

Mousa21 — Sun, 01 Nov 2026 13:32:23 GMT

Hi Leanne. Yes it seems to be working with no more blips, but for some odd reason displays a completely different number under "SIM Preferences" (Not my own number). It is however receiving and sending calls and texts fine, still using my proper number.

When I try phoning the strange number shown in "SIM Preferences" then it says it's an unrecognised number.

Does it require further action to sort that? Should it be showing my actual number or is it some sort of code hiding my real number.

Thanks.

Re: Phone/sim issues

Leanne_T — Sun, 01 Nov 2026 13:42:20 GMT

Hi @Mousa21

Thanks for coming back to me.

Have you transferred your number from another network? Or, do you have a Smart watch connected?

Leanne.

Re: Phone/sim issues

Mousa21 — Tue, 03 Nov 2026 00:34:57 GMT

Yes, I have a fitbit connected to the phone. I transferred from BT a year or 2 ago, but didn't change numbers.

Re: Phone/sim issues

Leanne_T — Tue, 03 Nov 2026 09:03:35 GMT

Thanks for coming back to me @Mousa21

This shouldn't show another number for the Fitbit. I would suggest getting in touch with our tech guides by calling 150 and they can get this looked into for you.

Let me know how you get on 🙂

Leanne.