topic Re: Re: Not Registered on Network in SIM cards & Porting

Re: Not Registered on Network

brianwright22 — Fri, 21 Jul 2023 08:24:33 GMT

I have had to go to EE from Plusnet and my new SIM from EE does not work. EE's system is floored because when you phone for (somethings not right) their words to 07953 966 150 it says your number is not registered and rings off (automated call). The only way I can talk to EE technical customer help is via Plusnet who are excellent but EE have not said why my new SIM is not registered..Its now been FIVE days since receiving my new EE sim and nothing has happened despite spending two sessions of waiting phone time amounting to about 21/4 hours. A complete waste of my time.Fortunately I have my own dual SIM card phone and can use my old Plusnet SIM. I thought EE were the leading mobile network but I have to disagree with this on Customer service which is non existent and a modern digital system that is floored when it comes to basic SIM activaton..

Re: Re: Not Registered on Network

brianwright22 — Fri, 21 Jul 2023 10:15:49 GMT

They have not been able to up to four days now and with intervention from Plusnet.I'm not impressed.xxxxx xxxxxx

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

Re: Re: Not Registered on Network

Leanne_T — Fri, 21 Jul 2023 10:17:55 GMT

Hi there @brianwright22

I am sorry to hear this, does the EE SIM card show signal with a temporary number?

You can call us on 0800 956 6000, selecting new/joining EE and the team will get your port in looked into and give you an update.

Leanne.

Re: Re: Not Registered on Network

brianwright22 — Sat, 22 Jul 2023 07:39:28 GMT

The only method of contacting EE I have had has been via Plusnet and I have done this twice ,the last time was Thursday 20th July,(my SIM was delivered on Monday 17th) and I was told by EE there was a problem my new SIM had not been registered but could not tell me why.It has still not been activated and I have not been sent a replacement SIM either. EE asked me how I would like to be contacted about this problem and I said email please..Having spent 21/4 hours of my time on two telephone calls to EE without any sign of my account working ,I have said if my EE account and SIM is not up & running by Monday 24th July I will cancel my my contract as its within the 14 days.

Kind Regards Brian Wright

Re: Re: Not Registered on Network

James_B — Sat, 22 Jul 2023 10:54:27 GMT

Hi @brianwright22,

I'm sorry to hear there has been an issue with your SIM activation. Our Technical Support Team will contact you as soon as it has been resolved.

Your plusnet SIM will remain active until your new EE SIM is activated and your number transfer completes.

James

Re: Re: Not Registered on Network

brianwright22 — Sat, 22 Jul 2023 11:22:02 GMT

Many thanks James ,I have had no communication from EE customer services but I went to my account and was able to ADD my new sim and then entered the required direct debit details ,Although Plusnet have already done this . The Sim works now but with its number and so I'm hoping that by tomorrow it will transfere my old number over .

EE still have not come back to m to say the problem has been solved.Kind Regards Brian

Re: Re: Not Registered on Network

James_B — Sat, 22 Jul 2023 11:24:41 GMT

Hi @brianwright22,

I'm happy to hear your SIM is now activated.

Number transfers aren't processed over the weekend so I would expect your number to move over on Tuesday.

James

Re: Re: Not Registered on Network

brianwright22 — Sun, 23 Jul 2023 07:58:09 GMT

Many thanks James, Its a bit off when I have to resort to EE community to get the information that should have come from EE customer service. Eight days to swap sysems within the same company also is not very efficient is it. Also it would have been practicle to have my new SIM added to my Plusnet account instead of having to have yet another online account check out all the billings etc.

Regards Brian

Re: Re: Not Registered on Network

James_B — Sun, 23 Jul 2023 08:02:58 GMT

No problem @brianwright22, I'm sorry to hear you weren't given this information when you first called.

James

Re: Re: Not Registered on Network

brianwright22 — Sun, 23 Jul 2023 08:09:52 GMT

Its not your fault James, but I will recommend you get a transfer to Customer Service.!

Brian

Re: Re: Not Registered on Network

decoquinn — Mon, 24 Jul 2023 06:22:06 GMT

How are people suppose to call you if there phone sim isn't working?

Re: Re: Not Registered on Network

brianwright22 — Sun, 23 Jul 2023 18:42:02 GMT

EE customer service have my prefered method of contact for this issue.My Plusnet sim and Landline phone numbers (Both are functionin),also I said my prefered contact for this problem is by my Email.Non of which EE customer service have used to contact me.I think this sums up who the IDIOT is in this instant! .

Re: Re: Not Registered on Network

Leanne_T — Mon, 24 Jul 2023 06:33:30 GMT

Hi @decoquinn

If the SIM is not working, you can call us from any other phone on 07953 966 150, or send us a message on the get in touch page and one of the team will help you further.

Leanne.

Re: Re: Not Registered on Network

brianwright22 — Mon, 24 Jul 2023 07:48:28 GMT

Thanks Leanne,The EE Sim has now been registered after I tried forth 6th time ove five days to add the new EE Sim to my account.It kept saying (not registered on network).I was not contacted by EE to say when it had been registered.I can receive data with the new EE Sim but still my Plusnet number has not been Ported over .Its now been eight days .Regards Brian

Re: Re: Not Registered on Network

Leanne_T — Mon, 24 Jul 2023 08:09:39 GMT

Morning @brianwright22

Can you try texting NUMBER to 150 from the EE SIM, does the text send?

If so, is the number showing in the reply the temporary number?

Leanne.

Re: Re: Not Registered on Network

brianwright22 — Mon, 24 Jul 2023 08:25:36 GMT

Ill try that later but Selecting data and text for Sim 2 (EE SIM) I assume its using it and it works .I have SIM 1 selected for Calls as of now using EE SIM it still shows the temporary number.on my landline .

Re: Re: Not Registered on Network

Leanne_T — Mon, 24 Jul 2023 08:27:50 GMT

Thanks @brianwright22

If you get in touch with us by calling 150 from the EE SIM card, the team will check the transfer for you and give you an update.

Leanne.