topic Re: New SIM card received - can send receive texts but phone calls cannot be made in SIM cards & Porting

New SIM card received - can send receive texts but phone calls cannot be made

dodoEE — Mon, 10 Jul 2023 22:11:42 GMT

EE have sent me a new sim card. I didn't want it but they've decided to waste everyones time by sending it to me and relentlessly texting me to activate it.

I've now put the sim into my phone and I can send/ receive texts but I cannot make or receive phone calls. I can however call 150, not that it's much use as I wasted 45 minutes on hold with quite possibly the most infuriatingly annoying hold music I've ever heard. Rank amateurism from this absolutely disgraceful company!

EE you need to fix this NOW!

Re: New SIM card received - can send receive texts but phone calls cannot be made

Chris_B — Tue, 11 Jul 2023 07:21:07 GMT

@dodoEE If you can call 150 there is no reason you can not call other numbers as a call to 150 is still a call.

EE wouldn’t just send you a sim for no reason unless you upgrade or requested a replacement SIM card.

Re: New SIM card received - can send receive texts but phone calls cannot be made

Christopher_G — Tue, 11 Jul 2023 07:23:47 GMT

Hi @dodoEE

Welcome to the community.

Have you restarted your phone? If it still isn't working this morning, please give our mobile care team another call on 150.
Chris

Re: New SIM card received - can send receive texts but phone calls cannot be made

dodoEE — Tue, 11 Jul 2023 15:10:46 GMT

what are you on about? Why are you trying to make out like I'm lying? You don't even work for EE yet you're acting as a shill for them defending them. Wind your neck in. If you don't have a solution to the problem then keep your nose out.

Re: New SIM card received - can send receive texts but phone calls cannot be made

dodoEE — Tue, 11 Jul 2023 15:15:08 GMT

Wow that's helpful. Turn the phone on and off? Like I haven't tried that. What next, take the sim card out and blow on it like it's a snes game.

Secondly, can you not read entire posts or something? Go back and read my first comment fully. Nobody answers when I ring 150. I just get a series of menus then endless hold music.

I will be taking this to the ombudsman, I am self employed and rely on being able to make and receive calls. You've forced me into changing sim card and as a consequence I've now lost two days of calls which is costing me hundreds of pounds. Provide me with your formal complaints email address.

Disgraceful service!

Re: New SIM card received - can send receive texts but phone calls cannot be made

Leanne_T — Tue, 11 Jul 2023 15:31:48 GMT

Hi @dodoEE

You can find our complaints form on our Complaints code of practice Help page.

If you call us on 150, and select option 2 > option 1 > option 2 > option 1 > option 1 > option 3 > continue to hold after the message stating a text has been sent then press option 9. The team will be happy to help when they are available.

Leanne.