topic Re: Sim not provisioned in Pay as you go

Sim not provisioned

Razorraidon — Wed, 02 Sep 2026 10:33:24 GMT

I have sim that i put credit on, but it keeps saying sim not provisioned.

Re: Sim not provisioned

Razorraidon — Wed, 02 Sep 2026 11:10:11 GMT

I've tried to call ee, but I'm being given the option to talk to a person about this problem.

Re: Sim not provisioned

Northerner — Wed, 02 Sep 2026 11:25:44 GMT

Hi @Razorraidon

Is this an old or new PAYG SIM.
Are you in the UK.

Thanks

Re: Sim not provisioned

Razorraidon — Wed, 02 Sep 2026 11:37:57 GMT

I think it's an old sim, it's got a number assigned to it, when it's the phone. If it's dead, why was i allowed to put credit on it. Yes I'm in the UK.

Re: Sim not provisioned

Northerner — Wed, 02 Sep 2026 11:43:52 GMT

Hi @Razorraidon

If it is in hibernation which it sounds to be, then you'll need to follow this guide: https://community.ee.co.uk/t5/Pay-as-you-go/Understanding-Pay-As-You-Go-Hibernation-and-how-to-keep-your/td-p/1606627

Thanks

Re: Sim not provisioned

Razorraidon — Wed, 02 Sep 2026 11:48:39 GMT

Okay, i will that a try. Thanks for your help 👍

Re: Sim not provisioned

Razorraidon — Wed, 02 Sep 2026 12:02:18 GMT

No joy there, how can I get a refund.

Re: Sim not provisioned

Katie_J — Wed, 02 Sep 2026 13:07:59 GMT

Hi @Razorraidon.

To look into this further you would need to speak with a member of our customer care team who have account access.

What options are you being provided when you call our team?

Katie

Re: Sim not provisioned

Razorraidon — Wed, 02 Sep 2026 13:11:49 GMT

I only get the option to talk about the number I call from, which is a contract sim. But I want help with the payg sim, there's no option for it.

Re: Sim not provisioned

Katie_J — Wed, 02 Sep 2026 13:48:19 GMT

That's fine @Razorraidon.

If you connect with an agent and let them know you calling to discuss another number they can load that account.

Please keep us updated here on the community.

Katie

Re: Sim not provisioned

Razorraidon — Wed, 02 Sep 2026 14:29:07 GMT

It seems to me that there's not really any help when your trying to call and talk to somebody about payg sims.