topic SIM card not working in Archived Posts

SIM card not working

Flaviu1234 — Mon, 19 Apr 2021 08:35:40 GMT

My SIM card is not working anymore and I can't find a reason why. I can't find anyone from EE to help me with some info. Not emails not nothing. When I try to add any pack from the website it says only : try again later.

Re: SIM card not working

bristolian — Mon, 19 Apr 2021 10:16:35 GMT

Hello @Flaviu1234

Is your SIM a PAYG one, or a pay-monthly?

You've referred to packs, so I would assume PAYG - have you not used the SIM for a while, it could have been hibernated due to non-usage. If that is the case, you can read about the policy on this EE help page

Re: SIM card not working

XRaySpeX — Mon, 19 Apr 2021 11:31:09 GMT

@Flaviu1234 : Sounds like it has gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

Re: SIM card not working

Flaviu1234 — Mon, 19 Apr 2021 14:08:43 GMT

I tried calling the number of customer service at EE all day but it says it is not in use. Is there any other way to get in touch with them ?

Re: SIM card not working

James_B — Mon, 19 Apr 2021 14:38:22 GMT

Hi @Flaviu1234,

Welcome to the EE Community. 🙂

When was the last time you used your SIM?

Which number are you trying to call?

You can find contact numbers for Customer Care at ee.co.uk/help/help-new/get-in-touch.

James

Re: SIM card not working

Flaviu1234 — Mon, 19 Apr 2021 15:58:38 GMT

From there I took the number. This number : +44 800 079 8586

Well, I used my SIM monthly, but just receiving calls, not making calls. But the SIM was used I would say

Re: SIM card not working

James_B — Mon, 19 Apr 2021 16:07:02 GMT

Hi @Flaviu1234,

Is the SIM card that isn't working on a pay monthly or pay as you go plan?

James

Re: SIM card not working

Flaviu1234 — Mon, 19 Apr 2021 16:09:42 GMT

Pay as you go

Re: SIM card not working

James_B — Mon, 19 Apr 2021 16:14:28 GMT

Hi @Flaviu1234,

When was your SIM last used for a chargeable activity?

Chargeable activities include:

Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data that is not within your pack or add-on.
Topping up your account.
Buying a pack or an add-on.

James

Re: SIM card not working

Flaviu1234 — Mon, 19 Apr 2021 16:16:10 GMT

Around September or smth like that. Why ?

Re: SIM card not working

James_B — Mon, 19 Apr 2021 16:21:54 GMT

Hi @Flaviu1234,

I just wanted to check if it will be possible to reactivate your SIM. As long as it hasn't been over 273 days since your last chargeable activity, our Customer Care Team can still take your account out of hibernation.

Please get in touch on +44 (0) 7953 966 250 to reactivate your SIM.

Thanks

James

Re: SIM card not working

Flaviu1234 — Mon, 19 Apr 2021 16:24:56 GMT

Thanks James. Do you think I can still do that today or their scheudle is over? SHould I try tomorrow first thing in the morning better?

Re: SIM card not working

James_B — Mon, 19 Apr 2021 16:26:13 GMT

Hi @Flaviu1234,

The team are available until 9PM. 🙂

James

Re: SIM card not working

XRaySpeX — Mon, 19 Apr 2021 16:37:05 GMT

Using the SIM for just receiving calls & texts is not sufficient to keep it out of hibernation. You needed to make a chargeable action as I defined above.

As you haven't used it for a chargeable action since Sept. it would have gone into hibernation & you have about 2 months left to reactivate it by calling CS.