topic Re: New sim but can’t make calls in Apple Devices

New sim but can’t make calls

Hanjarvis — Sat, 01 Jun 2024 12:06:22 GMT

Hi. I have set up a new SIM card on my old iPhone for my daughter to use. She can text from it but cannot make or receive calls.

Re: New sim but can’t make calls

Hanjarvis — Sat, 01 Jun 2024 12:07:27 GMT

I cannot seem to speak to anyone at ee as it takes me through to their recorded messages and it assumes I am calling about my phone.

Re: New sim but can’t make calls

Christopher_G — Sat, 01 Jun 2024 14:07:09 GMT

Hi @Hanjarvis

Welcome to the community. We'll do our best to help you.

Is it a pay monthly or pay as you go SIM card that you set up?

Chris

Re: New sim but can’t make calls

Hanjarvis — Sat, 01 Jun 2024 15:32:40 GMT

Oh hi! Thanks so much for replying! It is a monthly contract that I set up for my daughter.

Re: New sim but can’t make calls

Christopher_G — Sun, 02 Jun 2024 06:29:19 GMT

OK, thanks @Hanjarvis

Is it on the same account as yours? Are you able to try using her SIM in another phone, just as a test to see if it works?

Chris

Re: New sim but can’t make calls

Hanjarvis — Sun, 02 Jun 2024 09:00:22 GMT

Hi! Yes it’s on my account. I’ve just tried the sim in another phone and texts work but not calling either.

Re: New sim but can’t make calls

Christopher_G — Sun, 02 Jun 2024 09:05:07 GMT

Thanks @Hanjarvis

Are you porting her number over from another network, or is it a brand new number?

Chris

Re: New sim but can’t make calls

Hanjarvis — Sun, 02 Jun 2024 10:27:23 GMT

It’s a brand new number.

Re: New sim but can’t make calls

Christopher_G — Sun, 02 Jun 2024 10:31:59 GMT

I'm struggling to think of a reason why this would be happening, @Hanjarvis

It may be worth speaking with our Mobile Care team on 150 so that they can check the account from our side.

If you get through on your number, you can just explain to them that it's a different number on your account that you're calling about.

Chris

Re: New sim but can’t make calls

Hanjarvis — Sun, 02 Jun 2024 10:33:06 GMT

Thanks but I can’t get through to anyone when I phone 150 from my phone! Do you know how I can actually get to speak to someone?

Re: New sim but can’t make calls

Hanjarvis — Sun, 02 Jun 2024 10:54:35 GMT

Hi Chris, I’ve just managed to speak to someone and they’d given me a sim for a tablet that didn’t have calling abilities. So they’ve updated it and it’s all working! Thank you so much for all your help! X

Re: New sim but can’t make calls

Christopher_G — Sun, 02 Jun 2024 11:46:39 GMT

Ah, that's brilliant, @Hanjarvis

Thanks for coming back to let us know. 🙂

Chris