topic Re: New SIM cannot be activated in Pay as you go

New SIM cannot be activated

BPaddon — Wed, 08 Mar 2023 16:39:15 GMT

I've recently received an EE SIM after moving away from another provider, however the steps to activate the SIM do not appear to be correct in the support section/emails I've received/letter that came with the SIM card?

I've put the new SIM into my phone, it's come up as EE so it's definitely in the phone correctly, but it has no service, which means I cannot receive the text to activate it, nor can I phone 150 to get through to support *and* the live chat on this website is not available.

I'm trying to activate the 20GB £10 pack and somehow between the many redirects on this website I was able to pay £10 to 'top up' through MyEE as directed by my email, but it's still not working and I'm wondering if I've just thrown money away?

What does EE need me to do to start using their product?

Re: New SIM cannot be activated

Leanne_T — Wed, 08 Mar 2023 18:19:00 GMT

Hi @BPaddon

Thanks for coming here.

The SIM card should show signal for you even if not topped up.

Are you in the UK?

Is the device unlocked for any network?

Thanks 🙂

Leanne.

Re: New SIM cannot be activated

BPaddon — Wed, 08 Mar 2023 18:33:07 GMT

Hello,

I'm in the UK, yes and I believe so? I have a Google Pixel 2 XL and I've never heard of it being locked to one network before

Many thanks

Ben

Re: New SIM cannot be activated

Leanne_T — Wed, 08 Mar 2023 18:35:23 GMT

Thanks @BPaddon

If you manually search for a network does EE show?

Also, does the Network Status Checker report any problems in your area and show good coverage indoors?

Leanne.

Re: New SIM cannot be activated

BPaddon — Wed, 08 Mar 2023 19:00:56 GMT

Hi,

It does show, but after choosing EE it loads for a while and says 'Could not connect' and I get a notification saying 'Selected network (23430) unavailable' - then after backing out of manual selection, EE is still down as my mobile network stating I've used 0B out of 2GB

No problems in my area and 4 bars coverage. I also have broadband with EE and that has been working fine

Re: New SIM cannot be activated

Christopher_G — Thu, 09 Mar 2023 08:07:01 GMT

OK, thanks @BPaddon

I'd recommend speaking to our technical support team so they can check everything from our side for you.

Chris

Re: New SIM cannot be activated

BPaddon — Fri, 10 Mar 2023 02:02:52 GMT

Will the support chat be available soon?

Re: New SIM cannot be activated

Jon_K — Fri, 10 Mar 2023 07:56:49 GMT

Hi @BPaddon

Our live chat teams open at 8am 🙂

Jon

Re: New SIM cannot be activated

BPaddon — Fri, 10 Mar 2023 10:23:23 GMT

When I try to access the support chat I get the message:

"Messaging is currently unavailable. We apologise for any inconvenience caused."

It's been like that for a few days now, is there an expected date for it to become available again?

Re: New SIM cannot be activated

BlairEE1 — Fri, 10 Mar 2023 10:48:31 GMT

How do I start a chat?

Re: New SIM cannot be activated

Jon_K — Fri, 10 Mar 2023 12:21:11 GMT

Hi @BlairEE1

You can chat using the char feature on our Contact Us Page.

If it's not working you may need to try another browser.

Jon

Re: New SIM cannot be activated

BPaddon — Fri, 10 Mar 2023 13:44:31 GMT

Just to confirm then, if you go to https://ee.co.uk/contact-ee/technical-support/mobile you can see that the 'Message Us' section is available and working?

Re: New SIM cannot be activated

BlairEE1 — Fri, 10 Mar 2023 15:23:03 GMT

Yes, the message is appearing but clicking it produces this message:

Messaging is currently unavailable. We apologise for any inconvenience caused.

Re: New SIM cannot be activated

XRaySpeX — Fri, 10 Mar 2023 16:17:47 GMT

Live Chat is not available on PAYG.

Re: New SIM cannot be activated

BPaddon — Fri, 10 Mar 2023 22:59:45 GMT

Is this ever likely to change? Find it strange that for issues in regards to lack of service, calling and receiving texts that there'd be no Support alternative to calling?