topic Re: My number isn’t working in Archived Posts

My number isn’t working

Bella15 — Wed, 14 Apr 2021 12:34:31 GMT

My phone number is not working.

A new sim card has been sent to my London address and has been activated there.
Currently, I am in Poland and the card does not work despite topping-up. I cannot answer or make calls. Also send messages. last time I topped up my account today and the balance is £ 10.
I’m expecting very important call tomorrow and I really need my number to be active.

Can you help?

Re: My number isn’t working

bristolian — Wed, 14 Apr 2021 12:52:13 GMT

Hi @Bella15

Welcome to the community

Firstly you've not said, but for clarity - I presume your SIM was activated in the UK before being sent abroad to Poland where you're now trying to use it?

If so, PAYG phones are auto-enabled for roaming and should just work. Is your phone showing signal bars of a local network over there?

Re: My number isn’t working

Bella15 — Wed, 14 Apr 2021 13:00:03 GMT

Yes was activated within the UK.
It shows 2 signal bars..

My friend tried to call me few times but it says that my number is not available.

Re: My number isn’t working

Bella15 — Wed, 14 Apr 2021 13:01:21 GMT

Was activated in the UK and sent to Poland. I received my new sim card in March.

Re: My number isn’t working

bristolian — Wed, 14 Apr 2021 13:03:26 GMT

Can you make outgoing calls?

Can other people call you, or is this only a problem with one person?

Have you tried restarting your phone or selecting a different local network?

Re: My number isn’t working

Bella15 — Wed, 14 Apr 2021 13:15:35 GMT

I can’t make any calls. I tried to call a number of people but it is not possible to get through.
I restarted my phone and selected different network, same results = no results.

Re: My number isn’t working

James_B — Wed, 14 Apr 2021 13:57:36 GMT

Hi @Bella15,

Welcome to the EE Community. 🙂

When you say your SIM was activated in the UK, was it actually used to make a call or send a text?

James

Re: My number isn’t working

Bella15 — Wed, 14 Apr 2021 14:17:42 GMT

Hi,

thank You for your reply.
It was done in March.
My friend activated number using her EE mobile and called a friend. Then the same person called her back.
The day after she sent a SIM card to Poland.

Re: My number isn’t working

James_B — Wed, 14 Apr 2021 14:41:58 GMT

Is the credit you added today the first top up @Bella15?

Was the outbound call in the UK answered by the recipient? To activate the SIM, the call must be chargeable or use an inclusive allowance from a pay as you go pack.

James

Re: My number isn’t working

Bella15 — Wed, 14 Apr 2021 14:49:31 GMT

Since my phones contract has ended in November last year, I bought the first top up in December. However, I didn’t use it since I had available WiFi connection.
I must admit that since end of October I was moving between Czech Republic and Poland. Back then I was only using WiFi connection. So soon after around end of January my card was expired.
In Feb I ordered via phone a new card and received it in March.

Re: My number isn’t working

Christopher_G — Thu, 15 Apr 2021 07:41:21 GMT

It seems that it hasn't been fully activated before being shipped abroad, @Bella15.

As a last suggestion, I'd recommend manually connecting to a different available network, just in case it's a local problem with the network you're connected to at the moment.

Chris