topic Re: SIM not provisioned for voice in Archived Posts

SIM not provisioned for voice

hlau03 — Mon, 26 Oct 2020 09:53:34 GMT

Hey all, I am a pay as you go user, and have been using the same SIM for a while now (for at least a year now). It was working normally right until last Friday (I even topped up last Tuesday) until I see this error message on my phone.

I am not able to contact the customer service number as the phone won't allow me to (unfortunately this is the only phone I have), and I couldn't use the online chat as they couldn't assists with pay as you go user.

This is a bit of an issue for me as I need to receive SMS verification code to access my work items from my employer company.

Any help would be appreciated!

Re: SIM not provisioned for voice

bristolian — Mon, 26 Oct 2020 10:05:44 GMT

Hello @hlau03

There's a few possible issues here, firstly is your phone displaying signal bars? If not, it would be worth checking the network status checker for any reported problems in your area.

What is also possible, is that your SIM may have gone into hibernation depending when you last used it for a chargeable action - you've mentioned topping up last week which should have triggered it.

There is no account access on this public forum, so I can only suggest you call EE C/S from another working phone - 0800 0798586 is a free call from any UK phone.

Re: SIM not provisioned for voice

hlau03 — Mon, 26 Oct 2020 10:11:18 GMT

Hey @bristolian thanks for the quick response!

The signal bars are there and I've already checked the network status checker. It states that there are no known problems at my area.

Looks like I have to figure out how to borrow a phone from someone else to contact the number you've shared. Appreciates the help though! Thanks.

Re: SIM not provisioned for voice

hlau03 — Mon, 26 Oct 2020 14:19:39 GMT

So I tried calling on the number provided on 08000798586 and selected 1st option provided (Mobile). When the automated system asked me to enter my phone number and press the # key once finished, it says that my number wasn't recognise and maybe from another service provider. Tried multiple times and still the same. I'm totally stuck here...

Note: I tried accessing 'My EE Mobile' and it redirects me to a Register page to add the number for my mobile device. When I hit 'Confirm Number' after entering my mobile number, it says "Sorry, you can only associate a number for an EE Consumer or Small Business plan."

Re: SIM not provisioned for voice

Katie_B — Mon, 26 Oct 2020 15:08:29 GMT

Hello @hlau03.

Thanks for letting us know.

Can you confirm when you last used the SIM for any chargeable activity?

Katie.

Re: SIM not provisioned for voice

hlau03 — Mon, 26 Oct 2020 15:10:49 GMT

Hey @Katie_B, the last time I made a top up was on Tuesday 20th October at around 7 am.

Re: SIM not provisioned for voice

Katie_B — Mon, 26 Oct 2020 15:16:56 GMT

Thanks for confirming @hlau03.

Before Tuesday did your SIM work OK?

Katie 🙂

Re: SIM not provisioned for voice

hlau03 — Mon, 26 Oct 2020 15:18:41 GMT

Yup, everything was working fine before that. Even after topping up it was still working as usual until I got the reported issue on Friday.

Re: SIM not provisioned for voice

Katie_B — Mon, 26 Oct 2020 15:21:41 GMT

When you have a moment please check your private messages @hlau03.

Katie.

Re: SIM not provisioned for voice

hlau03 — Mon, 26 Oct 2020 15:31:24 GMT

Done, looking forward to hear from you soon!

Thanks again.

Re: SIM not provisioned for voice

hlau03 — Tue, 27 Oct 2020 11:15:08 GMT

This issue is resolved today. Thanks @Katie_B for directing this to the team. Also a big thank you to the kind lady who was on the phone with me 🙂

Re: SIM not provisioned for voice

Katie_B — Tue, 27 Oct 2020 11:42:54 GMT

It's great to hear that this is now resolved @hlau03.

Please be sure to visit the community again if you have any questions in the future.

Take care,

Katie.

Re: SIM not provisioned for voice

Jacquie88 — Sat, 14 Nov 2020 23:18:16 GMT

Hey I'm having the same issue and need to get it fixed ASAP as my maternity leave finishes on Monday and I need a phone incase of any problems

Re: SIM not provisioned for voice

Leanne_T — Sun, 15 Nov 2020 08:32:47 GMT

Morning @Jacquie88

Thanks for coming to the community.

I will certainly see what I can do to help 🙂

Is the SIM pay as you go or pay monthly?

If this is pay as you go when was the last time you used the SIM card for one of the below chargeable activities?

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.

Speak soon 🙂

Leanne.

Re: SIM not provisioned for voice

Jacquie881 — Mon, 16 Nov 2020 17:22:20 GMT

I used it about 5 minutes before it cut off. I top up every month. I can't call anyone and it still isn't fixed. Its payg. I'm thinking of just switching companies as I have a little 4 month old girl and I am and going back to work so I need my phone to work ASAP just incase I'm needed

Re: SIM not provisioned for voice

Leanne_T — Mon, 16 Nov 2020 17:45:34 GMT

Hi @Jacquie881

Thanks for coming back to me.

I understand and I will certainly see what I can do to help 🙂

Have you tried restarting your phone?

Do you have another phone you can try your SIM card in to see if you get the same message?

Leanne.

Re: SIM not provisioned for voice

Jacquie881 — Mon, 16 Nov 2020 19:34:36 GMT

I am pretty good with phones so I have done all the normal things. It doesn't work in another phone I have turned it on and off iv reset the network settings.nothing is working @Leanne_T

Re: SIM not provisioned for voice

Jon_K — Tue, 17 Nov 2020 08:05:06 GMT

Thanks @Jacquie881.

If it's not working in another phone, the problem must be following the SIM.

The first thing to do would be to get a replacement SIM card to see if this helps.

Our live chat team will be able to help with this.

Jon

Re: SIM not provisioned for voice

guille82 — Sat, 01 May 2021 06:26:46 GMT

Hello, could you help me? I have the same problem but in my case I have not recharged my phone for a while already, is it possible I can get my number back and active?

Re: SIM not provisioned for voice

guille82 — Sat, 01 May 2021 06:29:50 GMT

@Katie_B can you help me?