topic Re: Sim not activating in Archived Posts

Sim not activating

Keir1 — Sun, 21 Jun 2020 15:39:37 GMT

I purchased a sim from Tesco's yesterday and a £15 top up, it's been approximately 28/29 hours and the sim still hasn't activated I've tried everything, phone on and off, sim out and back in, aeroplane mode n back to normal and nothing, I can't call support because it says no cellular network and i can't call any other support because technical no sim, even when I try log into the ee app it won't let me because it can't find my number, somebody please help

Re: Sim not activating

Chris_B — Sun, 21 Jun 2020 19:48:26 GMT

@Keir1 your phone number should be on the packaging that the Sim card came with.

Re: Sim not activating

354- — Sun, 21 Jun 2020 19:56:33 GMT

Does the sim package have an 'activate by' sticker anywhere?

Re: Sim not activating

Keir1 — Sun, 21 Jun 2020 19:57:50 GMT

i know the number for the sim, but ee doesnt recognise it when i go on the activate sim page, and it wont show signal to show its activated or let me contact 150

Re: Sim not activating

Keir1 — Sun, 21 Jun 2020 20:01:41 GMT

no, not at all it has is a small leaflet inside that tells me how to get start like place sim into phone and follow setup instructions but it doesnt tell me set up instructions anywhere

Re: Sim not activating

Leanne_T — Mon, 22 Jun 2020 08:55:47 GMT

Hi @Keir1

Thanks for coming to the community.

Are you using the SIM card in an EE phone or is the phone unlocked?

Also, what phone are you using?

Speak soon.

Leanne.

Re: Sim not activating

Keir1 — Mon, 22 Jun 2020 08:55:13 GMT

EE Device, and google pixel

Re: Sim not activating

Leanne_T — Mon, 22 Jun 2020 09:10:16 GMT

Hi @Keir1

Thanks for coming back to me.

We will need to get this looked into further for you, if you can give us a call on 0800 956 6000, you won't need to enter a number. Our Pay as you go Care team can help you with the SIM card.

Let me know how you get on.

Leanne.

Re: Sim not activating

Keir1 — Tue, 23 Jun 2020 10:47:08 GMT

i cant call the number i have no credit the sim wont activate

Re: Sim not activating

Keir1 — Tue, 23 Jun 2020 10:47:40 GMT

is it possible to get a skype call or something

Re: Sim not activating

Leanne_T — Tue, 23 Jun 2020 11:20:51 GMT

Hi @Keir1

Thanks for coming back to me.

You can find all our contact numbers on our get in touch page, you can call us from any other phone to get this looked into.

Leanne.

Re: Sim not activating

Keir1 — Tue, 23 Jun 2020 11:39:18 GMT

what time do they close i might be able to contact after work

Re: Sim not activating

Leanne_T — Tue, 23 Jun 2020 11:45:47 GMT

Hi @Keir1

Our customer care team are open 8am - 9pm (Mon to Fri) and 8am - 8pm (Sat & Sun)

Thanks 🙂

Leanne.