topic Re: SIM card won’t activate in Archived Posts

SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 12:46:47 GMT

I have read all related existing discussions on this topic. It’s been over 24 hours and my sim hasn’t activated.

Yes - I have done all the troubleshooting suggested.

I see that I can arrange for a call or book an appointment in store - neither of which for obvious reasons are possible.

I’ve been on MYEE and I can’t see any chat facility on here to get some additional support. (Which would be helpful when have no signal). I have tried reaching out via Twitter but get auto message saying go to MYEE as they are busy or to got to the EE community.

This is what I’ve done! Help!
It is a long time to go without phone access especially in the current climate.

Re: SIM card won’t activate

Christopher_G — Fri, 27 Nov 2020 14:54:07 GMT

Hi @PMDS101

Welcome to the community.

Which troubleshooting steps have you followed?

What kind of device are you using the SIM card in?

We'll do our best to help.

Chris 🙂

Re: SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 16:06:39 GMT

Hi Chris

It’s now second day with no signal.

Can’t make or receive calls.

I can’t access any accounts as I can’t receive the verification Authentication texts.

Any help to resolve this please!

11 pro max

turned on and off

taken sim out to ensure no dust

done the following suggestions;

settings - phone

settings - messages

made sure my number has been added

reset network settings etc etc

Re: SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 16:52:22 GMT

Best Wishes

Paula

Re: SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 17:13:57 GMT

I would really appreciate being supported getting this resolved. I was sent out a new SIM card as a possible solution for experiencing poor signal and now I can’t make any calls at all.

I don’t have another phone or line so can not contact customer support and I’ve had no response from all other channels - ( ie Twitter and Facebook) I’ve tried other than a courtesy response on here from Chris (thank you) but couple of hours later still no follow up.

is there any other way to contact someone or log this and get support?

Re: SIM card won’t activate

Jon_K — Fri, 27 Nov 2020 18:11:50 GMT

Hi @PMDS101.

How did you activate your SIM card?

Does it show no service on the phone?

Have you tried getting in touch with our live chat team through our get in touch page?

Jon

Re: SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 18:48:13 GMT

Jon There’s no service on the phone

Re: SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 18:50:33 GMT

It takes me to a blank page. I am unable to contact anyone

Re: SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 18:55:55 GMT

The link you provide Jon takes me to a blank page. I can not find anywhere else where I can get live chat or contact anyone

Re: SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 18:56:19 GMT

The link you provide Jon takes me to a blank page. I cannot find anywhere else where I can get live chat or contact anyone

Re: SIM card won’t activate

PMDS101 — Fri, 27 Nov 2020 20:09:27 GMT

The let’s chat links are not active.

Re: SIM card won’t activate

James_B — Sat, 28 Nov 2020 10:21:53 GMT

Hi @PMDS101,

Have you activated your new SIM at myaccount.ee.co.uk/activate-sim?

Thanks

James

Re: SIM card won’t activate

PMDS101 — Sat, 28 Nov 2020 10:46:46 GMT

Yes I did James

but it still says ‘waiting to activate’

ive tried every suggestion and not been able to get through to anyone on chat. The links were not live or active. And when they eventually were it said ‘busy’

2 days no signal and unable to contact support other than via this group.

I’ve resorted to now putting my old sim in as poor signal is better than NO signal.

Re: SIM card won’t activate

PMDS101 — Sat, 28 Nov 2020 10:48:27 GMT

Yes I did James

but it still says ‘waiting to activate’

ive tried every suggestion and not been able to get through to anyone on chat. The links were not live or active. And when they eventually were it said ‘busy’

2 days no signal and unable to contact support other than via this group.

I’ve resorted to now putting my old sim in as poor signal is better than NO signal.

Re: SIM card won’t activate

James_B — Sat, 28 Nov 2020 10:48:50 GMT

Hi @PMDS101,

Did you have your old SIM in your phone when you tried to activate your new SIM?

You'd need the code that was sent to it via text to complete the process.

Thanks

James

Re: SIM card won’t activate

PMDS101 — Sat, 28 Nov 2020 10:49:51 GMT

No I had my new SIM in when I tried to activate my new sim.

shoukd I have had my old sim in?

Re: SIM card won’t activate

James_B — Sat, 28 Nov 2020 11:36:07 GMT

Yes @PMDS101, when activating your new SIM, you'll be asked to enter a code that is sent to your old SIM via text. You can't complete the process without this.

James

Re: SIM card won’t activate

PMDS101 — Sat, 28 Nov 2020 11:57:55 GMT

Thank you

however, No pin received when I go to activate via old sim.

the pin I’ve used when prompted by new sim is the one in the letter I received.

so without the text you are saying this means I can’t complete the process.

definitely no pin texted to me. (In fact I don’t see where it states it in any of the guidance)

Re: SIM card won’t activate

James_B — Sat, 28 Nov 2020 12:15:35 GMT

Hi @PMDS101,

Are you activating your SIM at https://myaccount.ee.co.uk/app/activate-sim?

If you are, please select the SIM for a brand new phone option.

Thanks

James

Re: SIM card won’t activate

PMDS101 — Sat, 28 Nov 2020 12:17:37 GMT

I didn’t try that option as it’s not a new phone.

! After 3 days ... I’ll try anything !