topic Re: Update and payment and activation in Contracts & Billing

Update and payment and activation

Milecki — Sat, 01 Aug 2026 04:02:34 GMT

Yesterday I received a new phone (Fold8) with a new SIM card, which I immediately inserted. I registered it to my account and waited, waited, waited. I reset the phone every now and then, but nothing. Only my old S23 Ultra still works. I don't know what else to do to get it working. Secondly, this morning I logged into my account to check if there was anything wrong. What I saw: I need to pay my bill. I've been an EE customer for eight years. They're taking the money via direct debit. What's going on? It should have been taken this morning, but automatically. I paid by card because I want peace of mind. I hope I won't be charged twice. The activation is more important. Do you have any ideas?

Re: Update and payment and activation

Linzi_H — Sat, 01 Aug 2026 08:13:40 GMT

Hi @Milecki

The best thing to do is call our team directly, and they can double check exactly what's going on with your new device and SIM card. If you have a Direct Debit set up but have also made a card payment, the team can also check why your payment hasn't been taken automatically as it usually would be.

Linzi

Re: Update and payment and activation

Milecki — Sat, 01 Aug 2026 08:25:41 GMT

Thank you for the message. I will try to sort this out over the phone—I cannot visit the store in person because I use a wheelchair. I will wait patiently for the phone to be activated, as this is very important to me (I am currently waiting for a heart transplant). Thank you again for your reply.

Re: Update and payment and activation

Linzi_H — Sat, 01 Aug 2026 08:34:00 GMT

Our team over the phone should definitely be able to see exactly what's going on and make sure things are put right @Milecki

Take care,
Linzi

Re: Update and payment and activation

Northerner — Sat, 01 Aug 2026 08:49:55 GMT

Hi @Milecki

Have you tried putting your S23 SIM in your fold.

Thanks

Re: Update and payment and activation

Milecki — Sat, 01 Aug 2026 13:14:41 GMT

Thank you for the reply. I didn't try, because after receiving the card, I
registered it on the network.

Re: Update and payment and activation

Schockwave — Sat, 01 Aug 2026 15:39:30 GMT

@Milecki , the new SIM card only needs to be used if your old one is not working or you do not have one, so please try putting your old SIM card in the new phone, and it should work, no need to use the new SIM card.

Re: Update and payment and activation

Milecki — Sat, 01 Aug 2026 19:43:04 GMT

Thank you for your reply. Even though I really wanted to use this phone, I can't accept this kind of treatment, especially regarding payments. I felt very bad, and the customer service response: "You have to pay your bills on time," considering they didn't debit the money from my account that morning (the same day I paid, meaning on time), was the deciding factor in my cancellation. The phone is being returned to the carrier. Thank you again for all your help.

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 12:10:36 GMT

Brief description: I received a new phone, a Fold 8, as part of an update a few days ago, along with a new SIM card. I waited two days for authorization, but the card didn't work. I called my carrier and received the new card today. Warning: Not only is it not working, but a NEW NUMBER has appeared on my account. I can't take it anymore. I've had enough. I'm in a wheelchair and can't go to a store. I also have no way to chat because I can't dial 150 numbers on either phone... Does anyone have any ideas?

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 12:17:33 GMT

Is there any way I can communicate with an operator via chat? Not with a bot that has no idea what it's talking about and won't refer me to anyone.

Re: Update and payment and activation

Linzi_H — Wed, 05 Aug 2026 12:47:46 GMT

Hi @Milecki

Thanks for explaining what's happened. If a new number has appeared on your account, it sounds like you've ordered an additional line rather than an upgrade. Have you tested both SIM cards in both devices, and do neither work at all?

If you have another line you can contact us from, that's what I'd advise doing so the team over the phone can help put things right. There'd be no need to go into a store to get this resolved.

Linzi

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 12:54:55 GMT

Thank you for your reply, Linzi.

I have no way to contact you because both phones only have emergency calls. I'm a wheelchair user, so I can't get to the salon, and when I dial 150, I get silence. Probably due to a lack of reception. In short, I have no idea what to do, and on top of that, this is my only phone number for the hospital where I'm waiting for a heart transplant (Newcastle). I'm so disappointed that I can't think straight. Why isn't there some kind of chat where I can talk to someone?

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 12:59:03 GMT

P.S. I didn't order a new service. I was just upgrading.

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 13:02:17 GMT

Ps. 2 I also couldn't order a new line because the new number replaced my old one. No other number was added. My old number simply disappeared and the new one replaced it on my account.

Re: Update and payment and activation

Linzi_H — Wed, 05 Aug 2026 13:38:51 GMT

Have you tried the messaging service within the EE app to speak with our team @Milecki?

Linzi

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 14:03:59 GMT

Upgrade.

A few minutes ago, the new phone logged into the network. I'm very happy.

However, in addition to my services, there's a new number on my account. When I check it, I get the message: "Your information is temporarily unavailable. Try again later". This is the number I never had and never ordered.

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 14:49:46 GMT

One of the problems might be the very weak network signal in my home. I live in a large city center (Darlington), and I have to place my phone near a window to get at least one level reception. I've come to terms with this because I've been with EE for many years. Thank you all for your help.

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 14:51:35 GMT

Thank you very very much Linzi for your help.

Re: Update and payment and activation

Linzi_H — Wed, 05 Aug 2026 15:12:18 GMT

Have you managed to connect to the messaging service in the EE app and speak to our team so they can review what's happening @Milecki?

Linzi

Re: Update and payment and activation

Milecki — Wed, 05 Aug 2026 16:25:15 GMT

Thanks to Linzi for the help. After one of the resets, I connected to the network, and it’s been working ever since. There is an extra number on my account that I didn’t order, but I’ll sort that out later without any rush. The important thing is that my old number works. Thanks again. Now that I can make calls, I’ll get everything else finalized.