topic Re: Ordered new sim card and now old one is not working at all! URGENT in SIM cards & Porting

Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Thu, 16 Feb 2023 14:32:37 GMT

I ordered a new sim on Monday 11th and now my old one has been deactivated - before the new one has arrived! I am stuck with no phone or data connections and no wifi calling either. How can I get this back on? I have no idea when the new one will come - it might be after the weekend. I cannot be uncontactable as my son needs to be able to contact me. This is an UNSAFE SITUATION

Re: Ordered new sim card and now old one is not working at all! URGENT

James_B — Thu, 16 Feb 2023 16:07:55 GMT

Hi @Havoc_online,

Welcome to the EE Community. 🙂

What was the reason for needing a new SIM?

How did you order it?

James

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Thu, 16 Feb 2023 16:27:38 GMT

I have been having ntermittent connection problems (no sim inserted message) which were usually sorted by turning the phone onnand off again. However they were becoming more frequent and my sim is over 5 years old so I decided new one would be a good idea. I ordered it online

Re: Ordered new sim card and now old one is not working at all! URGENT

James_B — Thu, 16 Feb 2023 16:59:44 GMT

Hi @Havoc_online,

Ordering a replacement SIM online wouldn't disconnect your old one until you activate your new one.

What problems are you experiencing with your SIM?

James

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Thu, 16 Feb 2023 17:59:38 GMT

As I said I get no network connection. The sim is registering as EE when I put it in. I usually get a signal at home and in a village 7 miles away - no connection in either. I cannot access wifi calling and there is no data access. I'm not getting the "no sim card" messages that I was previously, just no network. I have tried turning phine on and off, flight mode on and off, disconnecting wifi calling and reconnecting. I put the sim into another phone (in which i jave previously used this sim) and got the same message.

Re: Ordered new sim card and now old one is not working at all! URGENT

James_B — Thu, 16 Feb 2023 18:01:46 GMT

Hi @Havoc_online,

If it is registering on EE, it hasn't been deactivated.

Does the Network Status Checker report any problems in your area?

James

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Thu, 16 Feb 2023 18:08:38 GMT

Its good, I have 3 bars at 4G, and as I previously said I ususally get a good sifnal here and further afield. I also usually us wifi calling but, although this is activated, it is NOT working

Re: Ordered new sim card and now old one is not working at all! URGENT

James_B — Thu, 16 Feb 2023 18:09:50 GMT

What about if you select the 'check status' option @Havoc_online?

James

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Thu, 16 Feb 2023 18:55:18 GMT

There is a problem near home but the village i mentioned 7 miles away is fine. I cant attach the screen shots! Wifi calling should work when there is no signal - thats the poibt of it. IT ISN'T WORKING

xxxxxx xxxx

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xxxxxx.xxxx@xxxxxxxxxx.xxx.xx

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: Ordered new sim card and now old one is not working at all! URGENT

Chris_B — Thu, 16 Feb 2023 19:12:05 GMT

@Havoc_online If you have 3 bars of signal showing on your device the sim hasn’t been deactivated as it has a signal. Deactivation mean no signal. Have you tried restarting the router? Turn it off for 30+ seconds before you turn it back on. You could also try restarting the phone

Re: Ordered new sim card and now old one is not working at all! URGENT

maureen123 — Thu, 16 Feb 2023 19:53:34 GMT

I think there's obvious something wrong with old EE Sim cards as over the last 2 days I've been receiving texts in but I cannot reply & keeps saying message not sent & put in Outbox. I need my phone as I'm elderly so I've had to full in complaint form.

Re: Ordered new sim card and now old one is not working at all! URGENT

Katie_B — Fri, 17 Feb 2023 08:01:55 GMT

Hi @maureen123.

I am sorry to hear this is happening.

Could you please confirm if you are able to make/receive calls?

Katie

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Fri, 17 Feb 2023 08:34:38 GMT

NO! Thats the problem! No texts either. Emergency calls only - but I haven't tested that, obviously

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Fri, 17 Feb 2023 08:36:38 GMT

So it would seem. I feel a complaint coming on too! If I ever get a phone connection, or work out some other convoluted way of raising it

Re: Ordered new sim card and now old one is not working at all! URGENT

Katie_B — Fri, 17 Feb 2023 08:51:00 GMT

Hi @Havoc_online.

Have you been able to follow the advice provided by @Chris_B?

Katie

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Fri, 17 Feb 2023 09:00:59 GMT

THERE IS NOTHING WRONG WITH THE ROUTER OR WIFI SIGNAL

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Fri, 17 Feb 2023 09:04:42 GMT

I have tried everything suggested (please read my responses)

Something need resetting at EE level.

Please can someone tell me how to directly contact EE, let them know my account details and get them to reactive this sim

Re: Ordered new sim card and now old one is not working at all! URGENT

Katie_B — Fri, 17 Feb 2023 09:10:15 GMT

Hi @Havoc_online.

Please try our live chat team who have account access HERE, please allow a few moments for the 'Start conversation' button to appear.

Katie

Re: Ordered new sim card and now old one is not working at all! URGENT

Havoc_online — Fri, 17 Feb 2023 11:29:38 GMT

Well, wouldn't you just know it

Chat:

"It seems that when the new sim was ordered, the old one was deactivated for you and you will be receiving a pre-activated sim now.

I am afraid that we cannot activate the old sim and thus I would request you to just walk up to the nearest EE store and they will issue you a replacement sim on immediate basis and will activate it right away."

Nearest EE store is 40 mile round trip

Solved? Not really 🤬

Re: Ordered new sim card and now old one is not working at all! URGENT

Katie_B — Fri, 17 Feb 2023 11:40:12 GMT

Hi @Havoc_online.

I am sorry to hear this.

Have you notified the chat team the nearest store is some distance from you?

Katie