topic Re: Connecting phone on my recent upgrade in Archived Posts

Connecting phone on my recent upgrade

Juliahannan — Tue, 01 Dec 2020 17:28:38 GMT

Good evening and let me first of all say I am a struggling Granny - trying to master

my new Upgrade Xs IPhone without bothering my children or grandchildren so please forgive my ignorance.

I have managed to set it all up I think but I am unable to make or receive phone calls.

I have also managed to sort out how to keep my old number and it seems to be recognise d but still can’t get the phone to

work.

Re: Connecting phone on my recent upgrade

bristolian — Tue, 01 Dec 2020 17:35:04 GMT

Hi @Juliahannan

What happens when you try to make or receive a call?

Is your phone showing signal bars?

Re: Connecting phone on my recent upgrade

Juliahannan — Tue, 01 Dec 2020 21:56:16 GMT

Thanks for getting back.

No - no bars showing

Re: Connecting phone on my recent upgrade

Juliahannan — Tue, 01 Dec 2020 21:59:29 GMT

Tried ringing landline but it just comes up Call Failed and there is no dialing

Tone or ring

Re: Connecting phone on my recent upgrade

Jon_K — Wed, 02 Dec 2020 08:39:08 GMT

Hi @Juliahannan.

Have you tried restarting the phone?

Have you had signal at all since you go the phone?

Jon

Re: Connecting phone on my recent upgrade

Juliahannan — Wed, 02 Dec 2020 08:53:00 GMT

Re: Connecting phone on my recent upgrade

Juliahannan — Wed, 02 Dec 2020 08:57:08 GMT

Good morning Jon

Yes I have restarted phone a number of times but still nothing.

No bars on top left corner. I noticed this morning an EE logo flashed up and flashed off again quickly.

I’ve never been able to use the phone to make or receive calls since I first

set it up a few days ago. Everything else seems to be OK. I was worried about

how to transfer my photos but they appeared on my new phone this morning

Re: Connecting phone on my recent upgrade

Jon_K — Wed, 02 Dec 2020 09:01:01 GMT

Thanks @Juliahannan.

I'm glad your photos have been transferred over.

Could you try removing your SIM card, giving it a quick clean, then put it back in the phone?

Jon

Re: Connecting phone on my recent upgrade

Juliahannan — Wed, 02 Dec 2020 09:04:37 GMT

Well funny you should say that! I had a bit of trouble inserting the new pin initially partly because I put it in the wrong way then realised that you had to match up the corner to make it fit! But yes I have now removed and inserted it a few times just to see if

that worked but it didn’t

Re: Connecting phone on my recent upgrade

Juliahannan — Wed, 02 Dec 2020 09:05:49 GMT

As you can tell I’m a complete novice!!

Re: Connecting phone on my recent upgrade

Jon_K — Wed, 02 Dec 2020 09:20:16 GMT

Don't worry, @Juliahannan, we're here to help 🙂

Is the SIM card definitely in correctly now?

Do you have an error message in the top right corner of the phone, or just no signal?

Jon

Re: Connecting phone on my recent upgrade

Juliahannan — Wed, 02 Dec 2020 11:23:19 GMT

Thank you - I hope you can.

SIM card definitely in correctly - 100% sure!

No message I top left hand corner - nothing but the time

Re: Connecting phone on my recent upgrade

Juliahannan — Wed, 02 Dec 2020 11:25:11 GMT

...and no apparent signal but I am able to make calls on my old phone so there

must be a signal mustn’t there?

Re: Connecting phone on my recent upgrade

Jon_K — Wed, 02 Dec 2020 11:43:02 GMT

Thanks @Juliahannan.

Does your old SIM card fit in your new phone?

If it does, could you try using it in there?

Jon

Re: Connecting phone on my recent upgrade

Juliahannan — Wed, 02 Dec 2020 12:58:21 GMT

I just did what you advised and made a test call to a landline and got a friend to call me on her mobile and it worked!!

So fingers crossed you have solved my problem for me!

Thank you very much

Re: Connecting phone on my recent upgrade

Jon_K — Wed, 02 Dec 2020 13:09:32 GMT

That's great, @Juliahannan!

You can leave that SIM card in the phone.

Let me know if you need anything further 🙂

Jon

Re: Connecting phone on my recent upgrade

Juliahannan — Wed, 02 Dec 2020 13:43:42 GMT

Thank you Jon - that’s very comforting !!

Re: Connecting phone on my recent upgrade

Jon_K — Wed, 02 Dec 2020 13:46:59 GMT

No problem @Juliahannan 🙂

Re: Connecting phone on my recent upgrade

Jon_K — Wed, 02 Dec 2020 13:47:28 GMT

No problem @Juliahannan 🙂