topic Re: Sim locked and how do i get PUK Code URGENTLY?!! in SIM cards & Porting

Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 00:00:53 GMT

Hi.

please can someone help me I have tried everything I can think of.

I put my old sim into my new device and thought all was OK until I realised my phone is dual sim and I Had put the sim in the wrong slot than my phones settings were set for.

I removed the sim and changed to slot 1 but now it says sim locked and to unter a puk code.

I have accessed my account and to be honest I am finding it as USELESS AS A CHOCOLATE TEAPOT

It has taken me almost 4 hours of attempt to access my account and get to the manage device and sim option. Only to find the is no option to even obtain a code

So I thought I would request a second sim on my account to download and be able to use to contract EE then use it in my phone now I know its dual sim.

It was looking promising until it said almost there we just need to verify you and sent a pin code that I can't access because my sim is locked!!!!!

I have been without the use of mobile network for what will be 3 days tomorrow and it is causing me extreme issues as I didn't know I only had use of my home WiFi connection from the getup until I went to lend a normal sms message

Please can someone tell me how to fix this!!

Thanks

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 00:28:58 GMT

Need to get puk ced but no option in account pages and can't call or message ee please tell me what to do

Re: Sim locked and how do i get PUK Code URGENTLY?!!

XRaySpeX — Mon, 14 Aug 2023 01:03:12 GMT

Tap here to view your PUK code.

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 02:43:14 GMT

Still no joy!

Followed the link you posted and the option to unlock my sin and I was not able to select it as it said 'sorry something went wrong'

I refreshed the page but it was still the same and said to ring Ee on 140 which I can't do.

I have this issue with other areas of my account too and have done so since january this year so i end up with just calling Ee to save wasting time but i cant do that not and i am not beyond ftustrated with this

Please help urgently

Thanks

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 03:13:36 GMT

Now I've just gone back into my account and only manage my broadband
account is on there????

where it used to have thepicture and option to manage my mobile account it
now has a different picture and option saying link another account????

I can't even do anything with that option as it asks for my mobile number
so a pin can be sent to find my stuff???
I can't view any pin code as my sim is locked!!!!
This is getting beyond a joke now

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 03:47:32 GMT

Hi I am having the same issue but when I tried this I couldn't even select it as no option because it say 'sorry something went wrong'

'I refreshed the page but still the same and so logged out and logged back in and now I don't even have my mobile account available to view let alone to access and control/request anything???

It just says do I want to link devices or other accounts but even then when I tapped in my mobile number it sent me a pin code so that my ee stuff can be found but how can I view a pin code if I can't unlock my sim?!!!

I can't make a call to ee as sim locked and don't have another number to be able to call you from

I'm in poor health and can't get access to another phone to use and I'm almost an hour away from the nearest EE etore.

The only way I can communicate using my phone number is by using my what's app account on my new device having decided to remove the locked sim card so I could contact EE on my phone using my home broadband.

Is there any way someone at EE can verify me via callling me or contacting me via message on my WhatsApp using my mobile number connected to my come broadband with yourselves and using my device on my account to verify me and get this sorted?

I am now the 4th day in this issue

Please help!!!!!!

Re: Sim locked and how do i get PUK Code URGENTLY?!!

James_B — Mon, 14 Aug 2023 07:09:09 GMT

Hi @SYD07,

Welcome to the EE Community. 🙂

If you tap here and log in to your account, are you able to view your PUK code?

James

Re: Sim locked and how do i get PUK Code URGENTLY?!!

James_B — Mon, 14 Aug 2023 07:44:42 GMT

Hi @SYD07,

The PIN is only required to activate the replacement eSIM you requested, your physical SIM should still be active once you get your PUK code.

Could you have more than one My EE account registered under different email addresses?

James

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 08:03:12 GMT

I haven't replaced an esim I put in a physical sim and it was fine until
sat afternoon. I've been chating with someone on live chat and they say my
details don't match what they have and even my bank details are different
now.
Please what the hell is going on

Re: Sim locked and how do i get PUK Code URGENTLY?!!

James_B — Mon, 14 Aug 2023 08:27:26 GMT

Hi @SYD07,

Sorry, we can't access your account via the community to look into this for you.

Our live chat team are the right people to help you with this.

James

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 08:38:12 GMT

They said my details don't match what they have and wont her me but I can
still access my account and my broadband account is still active but when I
click manage my ee mobile account account it says I have to link it to my
account with a pin that I can't access because ee have locked my phone and
so I can't call 150 now either

Re: Sim locked and how do i get PUK Code URGENTLY?!!

James_B — Mon, 14 Aug 2023 08:39:38 GMT

Hi @SYD07,

The live chat team should be able to ask you some alternative security questions to help you regain access to your account.

James

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 08:59:12 GMT

Yes they did but they say they don't match what they have. They say my
account details for dorect debit don't match what they have but I have my
bill amd my bank that clearly confirm the details I'm giving are correct
I'm not getting anywhere

Re: Sim locked and how do i get PUK Code URGENTLY?!!

James_B — Mon, 14 Aug 2023 09:26:37 GMT

Hi @SYD07,

Could you be paying your broadband and mobile bills from different accounts and mixing them up?

James

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 10:47:36 GMT

I thought that too but after taking put my broadband contract I got a
message from Ee saying they had put my 2 devices amd contracts in one lace
and provided the account number relating to both accounts. For the last
couple of weeks I have had no issues and they have both been on the same
account number amd both accessible to view amd ammend or change. The live
chart department have informed me that my mobile account has been closed as
does the app now and yet I only took it out on the 11th of July when
upgrading from a som only contract to a pay monthy package. My bill states
they are due to debit my account on the 19th August 2023 and the direct
debits are cle2arly active on my bank account yet I've been told my banking
detal do not match for the mobile account that they have??

I have warned them that I would cancel pending direct debits due for both
services if I can't pass security and so have now without Ny success in
even passing security have had no other option but to cancel payments due
in the next week as a result in not being satisfied that my services are
secure and am of the belief, despite raising numerous concerns prior to
this issue that I felt something was not right based on history of security
and chamges on my account and as to date am without an explanation it has
now escalated and I feel that EE ALare in breach of GDPR and my data has
not been kept secure as per regulations and law and I have.advised in
writing that all departments and higher management including financial
management be made aware of this as I will now take step ti protect myself
from fraud and will now inform trading standards and authorities and
regulatory bodies in relation to conservation act and law and take matters
further legally as I have been more than accommodating and patient with
this despite the effect physically and mentally it is having on myself and
my children especially given that I am of poor health awaiting major
surgery and am now scared to use any device as are my children and they are
supposed to be enjoying the school holidays but are instead in fear as have
been made subject to the worrying effects endured and which continue to be
endured and have suffered in that my time as a lone parent has been focused
on theor and my safety liaising with EE to resolve and secure my account
without success and as a consequence I am unable to be contacted which will
no doubt be causing worry, stress and concern for friend ands family and my
support network along with medical support unreachable and all important
aspects currently ongoing being made put at risk due to me now being
unreachable.

In particular a serious legal issue currently ongoing regarding my health
which without being able to be contacted on my number is now put at
jeopardy thanks to EEs negligence on this matter

Re: Sim locked and how do i get PUK Code URGENTLY?!!

James_B — Mon, 14 Aug 2023 11:15:22 GMT

Hi @SYD07,

I'm very sorry to hear of the stress this issue is causing you.

Did the chat team mention why your mobile account has been closed?

Did you receive any texts about your mobile account before your SIM stopped working?

James

Re: Sim locked and how do i get PUK Code URGENTLY?!!

SYD07 — Mon, 14 Aug 2023 11:50:36 GMT

No I had no warning and I even contacted tech as things didn't even right
after I changed my sim from my old device to my new one but even they did
say anything about it being closed yet less than an hour after concluding
our chat I was locjed out and tech had even booked a day and time for a
call back about my issues I called them about prior as they needed to
investigate bit despite advising live chat about this I'm banging my head
against a wall.
I have now been sent a link to make a complaint and its a business account
complaints address. Apparently my account is a business account now yet I
am a single parent with disabilities who have reported strange occurrences
with my account since January this year without explanation and my gut
feeling has literally been conformed in that I said I thought a business
user had a contract via my address and landine at the first oint when I was
told that delivery of my broadband router to not be left as there is
Lready. A landlines and broadband at my address
I layer that evening back in January recieved a text from Ee stating that
Ee have made the change to my account oint as requested amd that another
user of my account be restricted as to what they can access as requested.
I contacted Ee straight away about this as I didn't request this and was
told oh no islts just because the non delivery of the router????

I still how the router that actually WAS delivered her with me but when I
contact EE they have no account for it and I was never billed yet ever
since I have had issues with changes on my account and denied access to
certain areas and told its Ee error and to try later. I was told a pay as
you go sim was requested back in January and posted out but I never
requested on nor have I ever recoeved one and Ee say they know nothing
about it

I tecieve yext messages telling me if I have extra charges each moth which
have been correct apart from when they stat that I have used "however' much
of mu free data in that billing period and packet data incomers charges
separately in addition to telling me I'm on my all inclusive deal of
ilunlimited data I'm my monthly deal???
Again I raised concerns but was told I only have one sim on my monies
account.

Most recently u have been advised that there are extrema xharhes on my bull
this month with I haven't even had access to because my som stopped working
on the 11th and that when my billing period starts so how can I have
charges if I don't even have n acid number or active account since Saturday
afternoon?

Again I resised this with tech amd said for the last 8 months I get message
telling me mu bill os ready and confirm.the facilities and inclusive costs
in my monthly plan woth have been correct bit then I am advised of how
much free date I have used this billing period which again is doddwrernt to
my monthly plan and not packet date as I have inclusive unlimited data in
my plan.

My account back in January say that there had been a pay as ypu go sim
order and dispatched just after I was told I could not proceed woth my
broadband die to there being am active account at my premises. I contacted
Ee but was told that couldn't see anything and then I noticed on my
account, under manage numbers that ther were 2 individuals attached.
The bill payer which said 'you amd then a user which said 'you' also???
The user had reduced account access bit still had access to he able to pay
bills just not view them????+

I queried this but was told there was just the ome number on my account.

I later notices that when I upgraded to a pay monthly contract in my orders
it said my e sim had been dosp5 which was news to me but was told there was
nothing on my account.

Before I was locked out of my account yesterday i was able to view and
screenshot just after I followed the puk link you sent me and it said I had
the extra charges so fat which baxl up this linked sim and user and
charges and charges and make me concerned because when I followed the link
to unlock my sim it had already bee accessed and then removed from the
account

EE WONT HELP ME SO IM GOING TO TRADING STANDATEDS AND AUTHORITYS REGULATING
THE CONSUMER ACT AND DATA PROTECTION AS BREA H OF GDPR and dismissal even
Ftwr me raising several concerns

Re: Sim locked and how do i get PUK Code URGENTLY?!!

James_B — Mon, 14 Aug 2023 12:11:14 GMT

Hi @SYD07,

I'd recommend following the business complaints link you've been given by the chat team.

They'll be able to look into what has happened with your account and make sure it is all resolved for you.

They'll also be able to help you switch from a business to consumer account.

James

Re: Sim locked and how do i get PUK Code URGENTLY?!!

Ge37 — Wed, 20 Sep 2023 14:47:42 GMT

yes i have

Re: Sim locked and how do i get PUK Code URGENTLY?!!

Christopher_G — Wed, 20 Sep 2023 14:51:15 GMT

Hi @Ge37

If you're looking for your PUK code, you should be able to find it here in your My EE account.
Chris