topic Re: Sim 1 Not Allowed - New phone in Archived Posts

Sim 1 Not Allowed - New phone

danitagen — Mon, 02 Nov 2020 17:48:02 GMT

I bought a new phone with dual SIM card, I'm in Germany so SIM 2 is a German one. Everything was working fine until this morning.
Now I have no access to the UK (SIM 1) number anymore and the Android message is:

Re: Sim 1 Not Allowed - New phone

Chris_B — Mon, 02 Nov 2020 18:50:38 GMT

@danitagen Where did you get this device from ? And what device is it ?

Re: Sim 1 Not Allowed - New phone

danitagen — Mon, 02 Nov 2020 19:28:53 GMT

I bought it in a shop in Germany - cybershop.de

It's a Samsung A41

Re: Sim 1 Not Allowed - New phone

Christopher_G — Tue, 03 Nov 2020 08:12:03 GMT

Hi @danitagen.

How long has it been working OK for?

Chris

Re: Sim 1 Not Allowed - New phone

danitagen — Tue, 03 Nov 2020 08:24:56 GMT

Since the 15th October, all fine until yesterday.

Re: Sim 1 Not Allowed - New phone

Christopher_G — Tue, 03 Nov 2020 08:29:42 GMT

I'd recommend speaking to our Mobile Care team, @danitagen.

You can find our contact information, including an international number, on the get in touch help page.

They'll be able to make sure everything is set up fully from our side.

Let us know what happens.

Chris

Re: Sim 1 Not Allowed - New phone

danitagen — Tue, 03 Nov 2020 08:34:28 GMT

Thank you but I kind of knew this was the case, the problem is if I can't have access to my phone I can't make a call without paying for an international call and customer care are not well-known for answering quickly and I can't see a way to have an online chat - that's why I came here.

I'm stuck in the limbo of "customer care"!

Re: Sim 1 Not Allowed - New phone

Christopher_G — Tue, 03 Nov 2020 08:38:05 GMT

You could try the live chat link on the get in touch help page, @danitagen.

It's under the 'let's chat' section.

Chris

Re: Sim 1 Not Allowed - New phone

danitagen — Tue, 03 Nov 2020 08:40:25 GMT

There's no LIVE chat available on either of my browsers
I'm inserting the screenshot of what I see. I chose LIVE CHAT but it's empty

Re: Sim 1 Not Allowed - New phone

Christopher_G — Tue, 03 Nov 2020 09:17:26 GMT

That's weird, I've tested it and it's working for me, @danitagen.

Could you try logging into your My EE account and browse through our help pages? You should get a pop up to chat.

Thanks

Chris

Re: Sim 1 Not Allowed - New phone

danitagen — Tue, 03 Nov 2020 09:35:40 GMT

Thank you but I've been trying exactly this since last night, I have no access to any chat feature. No pop up. All my pop up windows are set to be showing but I still can't see them in either of my browsers

Re: Sim 1 Not Allowed - New phone

Christopher_G — Tue, 03 Nov 2020 09:45:38 GMT

I'm sorry, but the only other option is to call from another phone, @danitagen.

Chris

Re: Sim 1 Not Allowed - New phone

danitagen — Tue, 03 Nov 2020 09:58:02 GMT

it's an issue with the ip address. I'm in Germany and it's not triggering any pop up chat. I have to use a VPN for it to show up.