topic Re: New Sony L4 Arrived, New SIM Added - 'No Service'.. in Archived Posts

New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo — Thu, 28 Jan 2021 13:11:35 GMT

New replacement Sony L4 Phone arrived from EE for my old Sony Experia L1.

All updated now on both Google cloud backup for apps and also the the latest Sony Op Sys upgrade via WiFi. So far so good..

But.. New SIM supplied inserted into phone and keeps saying 'No Service' (tried this a couple of times).

Did the 'turn off auto network choice and selected EE G4 network manually' bit.. But it keeps saying that I "can't connect to that service at this time - try again later"..

Can anyone advise, am I missing a step in setup somewhere maybe?

Thanks in advance..

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

Leanne_T — Thu, 28 Jan 2021 14:16:31 GMT

Hi @AndyStevo

Thanks for coming to the community.

Was this an upgrade?

Does the old SIM card work in the new phone?

Thanks.

Leanne 🙂

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo — Thu, 28 Jan 2021 16:06:28 GMT

Thanks for getting back Leanne,

Yes the Sony L4 has just (today) replaced the old Xperia L1 I had as it had gone out of contract (monthly). I had the new phone and a new data plan (monthly) 'Essential Plan 1GB' on the same number.

I've just tried the old SIM in the new phone and yes it works and sees the EE network - but is that then on the old plan I had or the new one I've just signed up for? Do I then keep it like that (old SIM) instead of using the new SIM supplied with the new L4 do you know?

Thanks for any clarification.. 🙂

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

Leanne_T — Thu, 28 Jan 2021 16:10:47 GMT

Hi @AndyStevo

Thanks for coming back to me.

Your plan should now show as the one you have selected with your upgrade, you can check this within your My EE.

If the old SIM card fits you can use this, or you can register the new SIM card at myaccount.ee.co.uk/app/activate-sim.

Thanks 🙂

Leanne.

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo — Thu, 28 Jan 2021 16:22:44 GMT

Hi Leanne,

Thanks again for the additional details.. Just checked with the 'My EE' app on the phone and it shows the right mobile number and recognises it's the Sony L4.

When I select 'Plan and Add ons' from the burger menu top left it shows me the old contract dates that had expired in Jun 2020 and says 'Essential Plan £15 a month' (the old monthly plan, the new one's £17 a month). When I look at the data use pie chart it still shows '500Mb' as opposed to the new '1Gb' monthly allowance.

Does this update automatically do you know?

Thanks again, Andy

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

Leanne_T — Thu, 28 Jan 2021 16:31:56 GMT

Hi @AndyStevo

Thanks for checking this for me.

If you give us a call on 150, the team can check your plan for you and let you know when this is due to change as this is usually when the phone is dispatched.

Let me know how you get on 🙂

Thanks.

Leanne.

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo — Thu, 28 Jan 2021 16:46:27 GMT

Thanks again Leanne,

I've just followed up the process to activate the new SIM in the new phone.. It now says it's in process and the old phone/SIM will log off the network..

I'll keep an eye on things to see if it springs to life showing the network in the new phone..

Thanks again, Andy

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

Leanne_T — Thu, 28 Jan 2021 16:48:02 GMT

No problem at all @AndyStevo

Come back to the community if you need any further help 🙂

Thanks.

Leanne.

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo — Thu, 28 Jan 2021 18:03:03 GMT

An hour later - just a quick update..

Still says 'No Service' on the new phone.. I know it says 'up to 24 hrs' to register/process the new SIM though - so I'll wait a while longer..

Best, Andy

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

Leanne_T — Thu, 28 Jan 2021 18:08:21 GMT

Hi @AndyStevo

Yes, this can take up to 24 hours to activate for you.

The old SIM should still be working for you until your new SIM card is registered 🙂

Leanne.

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo — Thu, 28 Jan 2021 20:41:42 GMT

Sorry to be a pain Leanne but both phones (old and new) now just say 'no service' - leaving me with my landline only..

I think I'll need to see what the situation is tomorrow morning mobile phone-wise and then maybe call 150 to see if we can unpick this situation further if needs be.

Thanks anyway for your thoughts and suggests.. Andy

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

Jon_K — Fri, 29 Jan 2021 07:55:11 GMT

Hi @AndyStevo.

Let us know how you get on after speaking to our Customer Care team.

Jon

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo — Fri, 29 Jan 2021 10:09:54 GMT

Will do Jon,

Pretty sure I used the correct details for the new SIM registration but both phones (old and new) still show 'no service' at this point. 😒

Having to resort to the landline to sort as both mobiles are offline.

Thanks, Andy

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo — Sat, 30 Jan 2021 18:25:43 GMT

Ok this scenario was eventually resolved after a fairly lengthy phone conversation with the EE tech support guys in Newcastle (they were really helpful and managed to slowly but surely unpick things).

What I thought I'd done: Bought an upgrade deal via the EE website (I've done this once previously ok).

What I'd actually done: Bought a new phone thinking all the time it was an upgrade from the website terminology used on the pages.

It's not uncommon apparently "you won't be the first and you won't be the last" (to get confused in this way).

One phone now has to go back and a replacement upgrade deal is on it's way to me.. A sobering experience and one that I wouldn't like to repeat.. This might be a case for checking the way the EE wesbite sells again if anything and the terminology used. It certainly confused me and I've been working in IT-related area for many years now..

Re: New Sony L4 Arrived, New SIM Added - 'No Service'..

Christopher_G — Sun, 31 Jan 2021 08:49:51 GMT

Glad they managed to help get to the bottom of it, @AndyStevo. Thanks for the update and feedback about the website.

Chris