topic Re: Problem activating replacment sim card in Archived Posts

Problem activating replacment sim card

claassenk — Fri, 15 Oct 2021 22:40:18 GMT

Hi,

I moved to Barcelona, however my phone (including UK sim card) got stolen couple weeks back, I however asked for a replacement sim as my Whatsapp backup is encryped by that phone number, I had it send to a friend of mine, the instructions where to put it in a phone to make sure it got signal and then have someone send a text to my number to activate the sim with an UK mask before sending it off to me in Spain.

The problem is that when entering it in the phone the signal works, however texting or calling to that number doesn't. My friend mentions there is also an activation process, however I believe this should only be for new sims and not for a replacement sim?

Can you please try some test to see if see if you can activate the sim card? It's in the phone of my friend continuously to make sure it works. Or if we need to follow some other steps also let me know.

happy to provide my number

Thanks,

Re: Problem activating replacment sim card

XRaySpeX — Sat, 16 Oct 2021 00:43:23 GMT

Is this a PAYG SIM? EE PAYG SIMs need 1st activating on EE's home UK network by making a chargeable call or text from it in UK before sending it abroad.

Re: Problem activating replacment sim card

claassenk — Sat, 16 Oct 2021 14:34:52 GMT

Yes it is indeed, but can I do it without paying for another month? There is like 3 euros still on my account so would it be possible to call from my number with that money to my friends phone for example? I already got a spanish number now so would be a bit waste of money to have to pay for another month, but I do need to have the sim/number activated.

Thanks

Re: Problem activating replacment sim card

XRaySpeX — Sat, 16 Oct 2021 21:30:41 GMT

You can just send a chargeable text from your £3 credit.

Re: Problem activating replacment sim card

claassenk — Sat, 16 Oct 2021 22:00:40 GMT

Ok thanks I am going to try that, I assume by chargeable you mean just send a text to any number including the one from my friend correct?

Re: Problem activating replacment sim card

XRaySpeX — Sat, 16 Oct 2021 22:07:27 GMT

Yes, just don't send a free text, like to the EE Text Service, 150.

Re: Problem activating replacment sim card

claassenk — Sun, 17 Oct 2021 10:54:40 GMT

Hi, my friend has tried to send from mine to his number, even switching phones, but gets message that it's failed, I defintely have 3 pounds in my account so should be money enough to send text.

Anythign you can test from your end please?

Re: Problem activating replacment sim card

Jon_K — Sun, 17 Oct 2021 12:04:26 GMT

Hi @claassenk.

Can you try making a phone call to your friend?

Does your phone still have a signal?

Jon

Re: Problem activating replacment sim card

claassenk — Sun, 17 Oct 2021 16:35:58 GMT

Calling is same problem, and yes does have signal.

Just quick note, he's tried it with the sim in his iPhone as well. Both calling and texting, both sending and receiving not working

Re: Problem activating replacment sim card

James_B — Mon, 18 Oct 2021 07:00:06 GMT

Hi @claassenk,

When was the SIM last used for a chargeable call or text?

James

Re: Problem activating replacment sim card

claassenk — Mon, 18 Oct 2021 07:09:32 GMT

Never, it hasn't been used yet, we can't sent a chargeable text because that isn't working. This is a replacement sim for the same number as my old one that got stolen couple of weeks ago..

your colleague on the phone advised to simply insert it in a phone to make it have signal and then have a friend of mine send a text to it in order to activate it with UK mask before send it of.

But that last part isn't working, are we missing a step, or anything EE can do remotely to activate it?

Re: Problem activating replacment sim card

James_B — Mon, 18 Oct 2021 07:11:23 GMT

Are you in the UK @claassenk?

James

Re: Problem activating replacment sim card

claassenk — Mon, 18 Oct 2021 07:14:17 GMT

I am not, please read my initial request it's all in there, I am in Barcelona (Spain), my phone with that sim card got stolen here. But my sim card is send to friend of mine in London, UK. So he should have no problem activating it in the way was instructed.

I personally have a Spanish number now, but I need to have my old number to get my WhatsApp backup back as it's encrypted with my UK number..

Re: Problem activating replacment sim card

James_B — Mon, 18 Oct 2021 07:17:11 GMT

Hi @claassenk,

Please get in touch with Customer Care so a member of the team can make sure the new SIM has been activated.

Thanks

James

Re: Problem activating replacment sim card

claassenk — Mon, 18 Oct 2021 07:26:03 GMT

I can't call UK numbers with my Spanish Sim hence why I was hoping I could resolve it in here, but I will see if I can call with another phone then

Re: Problem activating replacment sim card

James_B — Mon, 18 Oct 2021 07:28:50 GMT

Hi @claassenk,

Sorry, we can't access your account via the EE Community. You should be able to call Customer Care from any phone.

Thanks

James

Re: Problem activating replacment sim card

XRaySpeX — Mon, 18 Oct 2021 09:51:12 GMT

Try calling CS on the Freephone no. in my sig. over Skype. It should be free.