topic Re: OS 16 Upgrade Appears to Disable EE SIM in SIM cards & Porting

OS 16 Upgrade Appears to Disable EE SIM

EHR1 — Thu, 15 Sep 2022 08:23:27 GMT

Upon upgrading my iPhone 13 from OS 15 to OS 16, the EE SIM is no longer recognised. Error message: "Cellular Plan No Longer Available". What's the fix?

Re: OS 16 Upgrade Appears to Disable EE SIM

Chris_B — Thu, 15 Sep 2022 08:35:48 GMT

@EHR1 Is that a eSim or an actual SIM card ?

If it’s the eSim you’ll need to call customer services about this.

Re: OS 16 Upgrade Appears to Disable EE SIM

EHR1 — Thu, 15 Sep 2022 09:04:12 GMT

I have an actual/physical SIM from EE. The phone also has an eSIM from US-based T-Mobile, which still works.

Re: OS 16 Upgrade Appears to Disable EE SIM

Chris_B — Thu, 15 Sep 2022 09:23:41 GMT

@EHR1 Have you tried removing the sim and putting it back in the device? Switch the device off when you do this.

Re: OS 16 Upgrade Appears to Disable EE SIM

EHR1 — Thu, 15 Sep 2022 09:33:26 GMT

Yes, two or three times. I also removed, cleaned and re-installed the SIM.

Re: OS 16 Upgrade Appears to Disable EE SIM

Christopher_G — Thu, 15 Sep 2022 10:47:27 GMT

Thanks for trying that, @EHR1.

For any problems like this after a software update, we would recommend backing everything up and restoring the phone to factory settings.

Could you give that a try and get back to us please?

Chris

Re: OS 16 Upgrade Appears to Disable EE SIM

Chris_B — Thu, 15 Sep 2022 10:48:05 GMT

@EHR1 It’s strange that this has happened on a software update it’s one I’ve never seen before. You’ll need to call EE customer services and request a replacement SIM card. But have you tried a network reset on the device. This should have no effort the sim issue but it’s worth a try.

Re: OS 16 Upgrade Appears to Disable EE SIM

EHR1 — Fri, 16 Sep 2022 12:43:12 GMT

Thanks. I conducted a network reset. It had no apparent change.

Re: OS 16 Upgrade Appears to Disable EE SIM

EHR1 — Fri, 16 Sep 2022 12:46:31 GMT

Thanks, Chris.

I conducted a network reset, which did not appear to solve anything. I'm a bit worried that my US-based T-Mobile eSIM service may be disabled from a factory reset. Nevertheless, I'll try a factory reset.

Re: OS 16 Upgrade Appears to Disable EE SIM

EHR1 — Fri, 16 Sep 2022 18:49:11 GMT

Confirmed. My mobile phone service via EE's physical SIM is still not working after a factory reset.

Re: OS 16 Upgrade Appears to Disable EE SIM

Jon_K — Sat, 17 Sep 2022 08:28:57 GMT

Thanks @EHR1.

I'd recommend contacting or Customer Care team about this so they can run through additional troubleshooting steps with you.

Jon

Re: OS 16 Upgrade Appears to Disable EE SIM

EHR1 — Sat, 17 Sep 2022 16:00:52 GMT

Thanks, Jon. I worked with your Customer Care team by the EE chat function, which took hours! I then visited an EE store to see if they could help. Bottom line, there's still no resolution or way forward except to contact Apple and perhaps hope their next iOS update will fix the problem...but that's only my guess.

Meanwhile, I'm re-engaging the Customer Care team, which is probably the third shift working with me!

Re: OS 16 Upgrade Appears to Disable EE SIM

EHR1 — Sun, 25 Sep 2022 14:26:29 GMT

My service is restored, not by anything I did. Rather, by my third or fourth time engaging the EE Customer Care Tech team.