topic Re: SIM 1 in Archived Posts

SIM 1

SDD — Mon, 26 Oct 2020 16:24:47 GMT

Hi,

I have a new Note 10+ with dual hybrid SIM card slots. However it won't let me use the SIM 1 slot - it keeps coming up as ' SIM 1 not allowed' - so I have to use the SIM 2 /hybrid slot where it works fine. Problem is it means I can't use my memory card or work SIM in the hybrid slot. This defeats the purpose of having dual SIM slots.

Can someone advise? Ive tried contacting via 150 and also live chat - but no access for tech support.

How you can help.

Re: SIM 1

bristolian — Mon, 26 Oct 2020 16:28:48 GMT

Hi @SDD

What SIM are you trying to use in the SIM1 slot? Is it an EE SIM or one from another network?

If it's another network, that could be an issue with the device being SIM-locked to EE.

Re: SIM 1

SDD — Mon, 26 Oct 2020 18:00:12 GMT

Hi,

I've only used my EE SIM so far - haven't attempted work SIM yet (O2) in either of the slots yet.

From what you're saying, the slot is locked to EE? But wouldn't that mean both are locked to EE? Then both should work for an EE SIM irrespective of which slot I use.

I wonder if that's the reason I can't get phone insurance with the IMEI given too?

Re: SIM 1

bristolian — Mon, 26 Oct 2020 18:15:37 GMT

You're correct to assume that if SIM locking applies, it would apply to both slots.

I'd agree that both slots should work for EE SIMs, but that was just something to clarify 🙂

Re: SIM 1

SDD — Mon, 26 Oct 2020 18:30:33 GMT

Thanks Bristolian - forgot to add phone came from Metrofone - so not directly from EE.

Any idea how I can get this resolved?

Re: SIM 1

Jon_K — Tue, 27 Oct 2020 08:30:41 GMT

Hi @SDD.

If you're SIM works in one slot but not the other, this would suggest no issues with your SIM card.

I'd recommend getting in touch with Samsung to see if they can help to identify a potential problem with the SIM slot.

Jon

Re: SIM 1

SDD — Tue, 27 Oct 2020 12:57:51 GMT

Hi All,

I have just contacted Samsung and they have said it's not a problem with the phone - it is the network, and I should be speaking to the network provider to resolve this.

Is there any EE support available for this via this forum of I can't get hold of tech support?

Re: SIM 1

Jon_K — Tue, 27 Oct 2020 14:46:26 GMT

Hi @SDD.

Did Samsung run through any troubleshooting with you to determine where the problem lies.

Are you able to get in touch with our Tech Care team?

Jon

Re: SIM 1

SDD — Tue, 27 Oct 2020 16:13:07 GMT

Well we were on chat for a good 50min -

Switching Airplane mode off and then on.
Turning phone off and then on.
Removing the SIM, cleaning and putting it back in.
Tried SIM in other phones, other sims in this phone etc.
Resetted the network settings.
Manually tried to select network but says '...can't connect'
Software is all up to update.
Provided IMEI numbers, purchase dates, ported numbers,

They concluded I needed to seek network help first.

I have tried to get hold of tech support on the phone and via web chat but access isn't available/allowed to tech support - hence I'm now here.

I'm sure i read somewhere else on thi forum the same issue and it was indeed EE that had to unlock the second SIM?

Note: bear in mind Sim 2 slot works perfectly for both SIMs - But I cant add my EE or O2 Sim to slot 1.

Re: SIM 1

Jon_K — Wed, 28 Oct 2020 08:25:30 GMT

Hi @SDD.

If your EE SIM isn't accepted in the SIM slot, then it doesn't need to be unlocked.

Are you able to call our Tech Care team from another phone?

Jon

Re: SIM 1

SDD — Wed, 28 Oct 2020 11:48:47 GMT

Dear All,

EE tech support line finally available today - yay, 1 ring wow. The lovely lady told me the IMEI for first SIM slot for some reason had been blacklisted (I've never been blacklisted in my life). She spoke to another department and they couldn't find any reason why it should be, so she had it removed. I've just fired up phone again (10 mins later) and wahey - both SIMs are working!!

Many thanks to all of you that helped - it has been greatly appreciated! 🙂 🙂 🙂

I've just realised - I forgot to ask her if it mattered that my phone insurance is for the 2nd IMEI number not the 1st as I could not insure it at the time - does anyone know if this matters?