topic Re: SIM card disconnecting in Archived Posts

SIM card disconnecting

KStimpson — Thu, 19 Nov 2020 20:08:35 GMT

I got a Samsung A40 from Carphone Warehouse in January, on an EE contract. Over the past few months it keeps disconnecting the SIM card and saying 'No SIM card inserted'. It loses signal and the alert box often keeps popping up multiple times over a few minutes. This happens most days and sometimes several times in a day. When I took the SIM card out to have a look it looked like there were some scrapes along the surface of the SIM.
Wondering if there's a fault with the handset that's damaged the SIM? Any ideas on getting it fixed? Thanks.

Damage to the SIM

Re: SIM card disconnecting

Northerner — Thu, 19 Nov 2020 23:04:43 GMT

Hi @KStimpson

Those marks are normal as the SIM needs to touch the SIM card. Have you dropped your phone or has it got wet in the past?

You can order a new SIM online as per EE guide. If you do this your original SIM will be deactivated once your replacement SIM us sent. Alternatively you can go into any EE store when they reopen, or call EE CS on 150.

Thanks

Re: SIM card disconnecting

KStimpson — Sat, 21 Nov 2020 09:50:48 GMT

Ah okay. Can't remember dropping it, definitely hasn't got wet.

I'll do that, thanks for your help

Re: SIM card disconnecting

Leanne_T — Sat, 21 Nov 2020 10:06:33 GMT

Let us know how you get on with the replacement SIM card @KStimpson

Leanne.

Re: SIM card disconnecting

KStimpson — Thu, 26 Nov 2020 20:00:17 GMT

New SIM card arrived but still not working. Recognises there is a SIM there and I haven't had the disconnected/no SIM message, however if I try to make a call it says 'not registered in network'. Generally says 'emergency calls only' but sometimes no message and full signal bars.

The information under simswap says to call 150 but I can't.

Any more ideas?

Thanks

@Leanne_T @Northerner

Re: SIM card disconnecting

Leanne_T — Fri, 27 Nov 2020 07:42:30 GMT

Hi @KStimpson

Thanks for coming back to the community.

Is your old SIM card still working?

Thanks 🙂

Leanne.

Re: SIM card disconnecting

KStimpson — Fri, 27 Nov 2020 18:27:06 GMT

Hi @Leanne_T

Just tried my old SIM and that seems to be getting signal and I can then make a call

Re: SIM card disconnecting

KStimpson — Sun, 29 Nov 2020 18:42:17 GMT

The original SIM is still intermittently disconnecting though

Re: SIM card disconnecting

Leanne_T — Mon, 30 Nov 2020 07:57:08 GMT

Hi @KStimpson

Thanks for coming back to me.

Have you registered the new SIM card?

Once the replacement SIM is registered you won't be able to use the old SIM this will show no service.

Thanks.

Leanne.

Re: SIM card disconnecting

KStimpson — Mon, 30 Nov 2020 19:01:08 GMT

@Leanne_T I Iooked at that but if I click to say the SIM is to replace a damaged one it says it should be activated.

Other option for if it's for a new phone it looks like I need two working phones to have the SIM cards in?

It says to call 150 if I'm having problems but I've been having issues with the SIM disconnecting mid-call so not sure I'll be able to stay in a call long enough!

Thanks

Re: SIM card disconnecting

Leanne_T — Tue, 01 Dec 2020 09:25:45 GMT

Hi @KStimpson

Thanks for coming back to me.

You would need to have the old SIM card in the phone to receive the PIN and then the replacement SIM card would be registered within 24 hours.

Can you try this?

Leanne.

Re: SIM card disconnecting

KStimpson — Wed, 02 Dec 2020 22:36:15 GMT

@Leanne_T

New SIM is activated and so far staying connected!

Thanks for all your help.

Re: SIM card disconnecting

Jon_K — Thu, 03 Dec 2020 08:00:09 GMT

Thanks for letting us know it's working, @KStimpson.

Let us know if you need any further help.

Jon

Re: SIM card disconnecting

KStimpson — Fri, 04 Dec 2020 09:14:17 GMT

@Leanne_T @Jon_K

Unfortunately the new SIM has started disconnecting this morning - it had been working perfectly until then!

Any thoughts?

Thanks

Re: SIM card disconnecting

Jon_K — Fri, 04 Dec 2020 09:22:46 GMT

Hi @KStimpson.

Has it disconnected permanently, or is it working intermittently?

Jon

Re: SIM card disconnecting

KStimpson — Fri, 04 Dec 2020 19:05:39 GMT

@Jon_K it's intermittent. It's doing exactly the same as the original SIM

Re: SIM card disconnecting

Leanne_T — Sat, 05 Dec 2020 09:54:23 GMT

Hi @KStimpson

I am sorry to hear this has not resolved the issue for you.

It sounds like this could be the phone, have you tried a factory reset after backing up all your data?

Thanks 🙂

Leanne.

Re: SIM card disconnecting

KStimpson — Sat, 05 Dec 2020 19:23:42 GMT

@Leanne_T @Jon_K

I've done a factory reset and it seems okay so far (few hours), but I'll let you know if it starts again.

Thanks

Re: SIM card disconnecting

Christopher_G — Sun, 06 Dec 2020 08:21:13 GMT

Fingers crossed that's it sorted, @KStimpson. 🙂

Chris

Re: SIM card disconnecting

KStimpson — Sun, 06 Dec 2020 19:34:52 GMT

It's just started disconnecting as before again.

@Leanne_T @Christopher_G @Jon_K