Network Refresh

Bill82 — Mon, 13 Jul 2020 14:11:25 GMT

{Mod Edit removal of personal details}

Argh! This is why companies shouldn't outsource their technical support.

I've just wasted 30 minutes of my life talking to a "tech" advisor and getting absoloutely nowhere. Its so obvious that he's just reading from a cheat sheet and that English is certainly not his first language.

I've seen on these forums that if your sim card is showing as 000000000 then you should be able to "simply" ask tech support for a network refresh to fix it....but apparently not.

Samrat:

Hi, welcome to EE, the UK's biggest and fastest network. I'm $amrat on EE's Digital Care (Tech) team. How may I help you today?

Bill Brown: Hiya, I've been with EE for a couple weeks now but my sim number is still showing as 00000 0000 0000 - apparently I need to request a network refresh?
Samrat:

I will surely check your account and help you to get this sorted.

Samrat:

Thanks for the details Bill, I will request you to logout and login again at MY EE Application and check if the sim details are correctly updated now.

Bill Brown: Um its not on My EE that the number isn't showing up, its on the actual phone sim details
Samrat:

Okay Bill, Please share the sim serial number written on the reverse side of the EE sim?

Samrat:

Bill, I have fully refreshed the services from my end, If you sim details is not updating on your phone application, I will request you to restart the mobile once and check and I am sure it will auto update the correct one.

Bill Brown: I don't think I'm going to be able to because I can't find anything to remove the sim card with
Bill Brown: Yes I got the text saying network settings had been updated, I restarted my phone but when I go into the sim card manager, my number is still showing as 000000000
Samrat:

I will help you in this regard, Please let me know the phone make and model you are using?

Bill Brown: Samsung S20+
Samrat:

Thanks and you are using the sim for the number : xxxxxxxxx. Is that correct?

Bill Brown: Yes
Samrat:

Thanks for waiting Bill, To get the sim details correctly updated , you need to check if EE Sim is inserted in slot 1, Also sharing a assistance link where you can find ways to insert sim on your handset.

Bill Brown: The sim is definitely inserted into slot 1, because I have a memory card in slot 2
Bill Brown: I know how to remove the sim, I just do not have a sim removal tool with me at present
Bill Brown: Also my phone identifies as being in slot 1, but it cannot identify the phone number associated with it.
Samrat:

Okay, I can understand that Bill but unfortunately if the sim needs to be removed and inserted so that the correct details can be updated, So I will request you to try to get a sim removal tool so that you can do the changes.

Samrat:

If you wish I can update your number to our technical specialist team,

Bill Brown: So you want me to remove the sim, and then put it back the same way as it is....
Samrat:

Yes absolutely.

Bill Brown: Ok hang on, i'll find something I can use to remove it
Samrat:

Thanks Bill.

Bill Brown: Ok i removed the sim - xxxxxxx - and then replaced it, number is still showing as 00 000000000
Samrat:

Okay, Try the alternate ways once . Please Tap the menu button

Samrat:

Tap Settings Tap Own Numbers Tap the Menu button again Tap create Type your phone number in Tap Save

Samrat:

Please do the changes and let me know if that resolves the problem.

Bill Brown: I think your looking at the wrong phone because the s20 does not have a "own numbers" menu option.
Samrat:

Yes Bill as I was just checking the details for Samsung as some details are missing for Samsung s20 plus, Don't worry I have escalated this to the level 2 team and they will contact you in next 24 hours to get that sorted.

Samrat:

Can you provide any alternate number?

Bill Brown: Don't have one.
Samrat:

And any suitable time ( if any)?

Samrat:

Any landline number.

Bill Brown: Anytime after 12pm is fine
Bill Brown: Nope, this is my only number.
Samrat:

Okay, Thanks for your cooperation and understanding, Rest assured I have updated the problem related to your phone not recognising the correct sim card number in sim card manager, Just allow 24 hours and it will get resolved.

Samrat:

Can I help you with anything else before you go and enjoy the rest of your day?

Bill Brown: Ok, thanks.

Re: Network Refresh

Alex_S — Mon, 13 Jul 2020 14:39:02 GMT

Hi @Bill82,

Welcome to the community 🙂

I can see that our technical team followed the correct diagnostic for you to resolve your SIM issue. Along the way it also looked like your had missing menus on your device.

Once our level 2 team have called you tomorrow both of these issues should be resolved for you.

Please come back and let me know how you get on once your case has been closed with our technical team.

Alex 🙂

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Network Refresh

Re: Network Refresh