topic Re: Sim swapped, not connected, about to travel! Need some help plz! in SIM cards & Porting

Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Tue, 10 Jan 2023 09:04:48 GMT

Hi,

I’ve just swapped my sim as I upgraded my contract and handset from an iPhone SE 2020 to an SE 2022. I went through the process of sim swapping yesterday and my phone has yet to access the ee network. I want to make sure I’m definitely set up before I leave, but my flight is in an hour. I can’t call EE. I just get a call failed message. For example I wanted to set up a data roaming add on, but this doesn’t seem to be possible if my phone isn’t linked up to the network yet. Any advice? I’m away for a month. Am I just going to be without service? Or can this be resolved even if I’m out of the country?

cheers,

Conor

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Tue, 10 Jan 2023 09:09:19 GMT

Hi @ConorC93

Thanks for coming here.

Do you still have the old SIM card, if so, is this showing signal?

Have you tried restarting the phone?

We are unable to guarantee a SIM will activate when roaming.

Leanne.

Re: Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Tue, 10 Jan 2023 09:11:52 GMT

Hi!
The old sim is not showing signal. When I go into the old phone, and check
mobile data. It shows my phone number and then ‘Transferred to iPhone SE’
so I’m guessing it’s supposed to be working?

Thanks for responding,

Conor

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Tue, 10 Jan 2023 09:13:41 GMT

Hi @ConorC93

Can you restart the new phone and go into Settings, Mobile Data, can you manually connect to EE?

Leanne.

Re: Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Tue, 10 Jan 2023 09:25:35 GMT

Hi!

That’s definitely helped in that I can access data now, but I’m still unable to make calls. Just says call failed. Any idea why that might be?

Thanks again!

conor

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Tue, 10 Jan 2023 09:46:10 GMT

Hi @ConorC93

Can you send texts?

If you text NUMBER to 150, do you get a reply text?

Leanne.

Re: Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Tue, 10 Jan 2023 09:47:52 GMT

Hi!

No it fails to send.

Conor

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Tue, 10 Jan 2023 09:49:44 GMT

Thanks for trying @ConorC93

Can you go into Settings > General > Reset > Reset Network Settings, this will reset the phone.

Can you make calls after this?

Leanne 🙂

Re: Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Tue, 10 Jan 2023 09:54:52 GMT

Hi Leanne,

Tried that. No joy. It’s showing two signal bars which it never did on my
last phone. With a D for data and a P for primary. But the primary is
showing no signal. While the D has full bars. Is that useful at all?

Conor

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Tue, 10 Jan 2023 10:03:10 GMT

Does the SIM work in the old phone? @ConorC93

Leanne.

Re: Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Tue, 10 Jan 2023 10:10:52 GMT

Hi Leanne,

Just checked and yes it does. Does that mean that the actual swap just
hasn’t happened yet?

Conor

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Tue, 10 Jan 2023 10:12:39 GMT

The SIM is registered if this is working for you in the old phone @ConorC93

Can you try putting the SIM back in the new phone and see if this is now up and running?

Leanne.

Re: Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Tue, 10 Jan 2023 10:20:52 GMT

Hi Leanne,

I just turned off the one labelled at ‘primary’ and put the one I had set
to data as the ‘primary’ and it seems to have worked. Very confusing.
Thanks for your help!

Conor

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Tue, 10 Jan 2023 10:23:02 GMT

Hi @ConorC93

Glad to hear this is now sorted for you 🙂

Leanne.

Re: Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Thu, 12 Jan 2023 15:40:52 GMT

Hi Leanne,

This is following our conversation on here, I got service and quickly paid
for a roam abroad pass. Then when I got off the plane in the USA, wasn’t
getting any service and when I tried to log in to clarify it said my ee
account has been blocked. I know this is a different issue, but I can’t
find any other way of contacting ee. Any idea why I might have been blocked
and how to resolve this?

Cheers

Conor

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Thu, 12 Jan 2023 15:46:30 GMT

Hi @ConorC93

Is your your My EE account showing blocked or the roaming and call abroad settings?

Leanne.

Re: Sim swapped, not connected, about to travel! Need some help plz!

ConorC93 — Thu, 12 Jan 2023 15:49:52 GMT

I’m not sure if the two are linked. But I assume so. I can’t actually log
into my ee account or get on to the forums. The only way I’m able to
respond to this is directly through my email. I can’t call 150 because the
roaming hasn’t started yet for some reason.

Re: Sim swapped, not connected, about to travel! Need some help plz!

Leanne_T — Thu, 12 Jan 2023 15:52:10 GMT

Thanks @ConorC93

In this case, you would need to call us from another phone on +44 7953966250 and the team can get this looked into further for you.

Leanne.