topic Re: SIM card showing wrong number abroad? in Archived Posts

SIM card showing wrong number abroad?

vissy21 — Fri, 17 Jul 2020 14:09:44 GMT

Hi there. I'm in Sri Lanka and have just received a new activated SIM card (Pay monthy SIM only). When put in my phone, I can make calls and texts, but they aren't associated with my number, a sri lankan number comes up on the receivers phone, and if you call my actual number it says its switched off. Help! I've waited 5 months for this SIM to arrive....

Re: SIM card showing wrong number abroad?

Leanne_T — Fri, 17 Jul 2020 15:27:37 GMT

Hi @vissy21

Thanks for coming to the community.

What phone are you using?

Is the SIM card a replacement, if so, did you call us to register the SIM?

Speak soon.

Leanne.

Re: SIM card showing wrong number abroad?

vissy21 — Fri, 17 Jul 2020 15:38:19 GMT

I’m on an iPhone Xs. The SIM was ordered from you, sent out to my UK address, and I made sure I made it clear at the time that it would be for use abroad, so please could it arrive activated. Since it arrived I’ve also completely erased and restored my phone with no luck. I also had to change the number that appears in ‘My Number’ (which was originally 0000000000), to my actual number. Any ideas?

Re: SIM card showing wrong number abroad?

Leanne_T — Fri, 17 Jul 2020 15:52:13 GMT

Thanks for the quick reply @vissy21

Does the correct number now show in your phone settings?

Could you also try logging into your My EE account online and going to Menu > Account Settings > Control Content > Roaming Abroad and also Call abroad and Premium rate calls, do they both show as ticked?

If they are not showing as ticked, can you activate these settings within your My EE?

Let me know how you get on 🙂

Leanne.

Re: SIM card showing wrong number abroad?

vissy21 — Fri, 17 Jul 2020 16:18:19 GMT

Thanks Leanne

So both the roaming abroad and call abroad options were blocked. I’ve ticked them and got the message saying it could take 24hrs to change. Should I contact you again in 24hours if it’s still not working?

Re: SIM card showing wrong number abroad?

Leanne_T — Fri, 17 Jul 2020 16:34:06 GMT

Hi @vissy21

Thanks for checking this.

If they are not working after 24 hours, if you log back into your My EE account online a chat option will show when an agent is available.

If chat is not showing, please use another phone to give our Mobile Care team a call on +44 7953 966 250.

They will be able to get this looked into further for you 🙂

Fingers crossed this sorted in the next 24 hours for you.

Leanne.

Re: SIM card showing wrong number abroad?

vissy21 — Sat, 18 Jul 2020 05:02:19 GMT

Thank you so much Leanne, it’s working, you’re a life saver!