topic Re: Former customer new sim not active in Pay as you go

Former customer new sim not active

Newolduser — Mon, 05 Sep 2022 15:09:36 GMT

I had a PAYG SIM about 3 years ago. I have recently bought another and cannot get it to activate.

It seems to have added the top up value to my old SIM which is long since lost.

It seems that the only way to activate a new SIM via EE involves a text to the old SIM.

Given 3 years have passed since the old one was last used, is there a workaround?

Re: Former customer new sim not active

XRaySpeX — Mon, 05 Sep 2022 15:20:44 GMT

@Newolduser : If you bought a new PAYG SIM it can't have any connection with your old SIM, which anyway has probably been deactivated after such a long time of non-use.

Re: Former customer new sim not active

Leanne_T — Mon, 05 Sep 2022 15:25:09 GMT

Hi @Newolduser

Thanks for coming here.

Did you top up in your My EE account and still have the old number showing?

Leanne 🙂

Re: Former customer new sim not active

Newolduser — Mon, 05 Sep 2022 19:08:43 GMT

Yes that's right because it was associated with my email address. I didn't notice the number there when I did the top up, but can see it now

Re: Former customer new sim not active

Chris_B — Mon, 05 Sep 2022 19:35:15 GMT

@Newolduser chances are you’ve topped up someone else’s account as that’s someone else’s number now. You are going to have to call customer services about this.