topic Re: No service after ordering new phone! in Archived Posts

No service after ordering new phone!

Newtocomm — Wed, 24 Nov 2021 00:28:07 GMT

Iv just ordered a new phone and by no surprise ee forgot to send a new sim card which the new phone needed so i asked them to send me one yesterday, my sim card in my current phone stopped working about two hours ago and just says NO SERVICE, i havent got my new phone or new sim yet, ee is so bad, no1 notified me of anything like this would happen

Re: No service after ordering new phone!

mikeliuk — Wed, 24 Nov 2021 00:38:59 GMT

Hi @Newtocomm ,

It's sad to hear of the bad experience you are currently having and I hope EE takes on board your feedback to communicate better with customers.

From reading on these forums, it seems that the service provider routinely sends a SIM with new phones so you may find another SIM when the phone eventually arrives. And it's possible that SIM is present to avoid the situation you find yourself in.

Re: No service after ordering new phone!

Northerner — Wed, 24 Nov 2021 06:17:33 GMT

Hi @Newtocomm

You cannot have two Sims active on the same account. If you've order a new SIM then your current SIM is deactivated.

If you could have obtained a SIM immediately from any EE store.

Thanks

Re: No service after ordering new phone!

James_B — Wed, 24 Nov 2021 08:53:42 GMT

Hi @Newtocomm,

Welcome to the EE Community. 🙂

Your SIM is usually included with the paperwork inside the DPD bag, rather than in the phone box. Have you checked through those items?

James

Re: No service after ordering new phone!

Newtocomm — Wed, 24 Nov 2021 11:07:01 GMT

I havent recieved the new phone yet! And i cant call 150 as i have no service...

Re: No service after ordering new phone!

James_B — Wed, 24 Nov 2021 11:37:06 GMT

Hi @Newtocomm,

There should be a new SIM included with your phone. Did someone contact you to say this wouldn't be the case?

James