topic Re: Old SIM deactivated in SIM cards & Porting

Old SIM deactivated

MattP312 — Wed, 20 Sep 2023 14:52:27 GMT

Hi,

Apologies if this not the correct Location to post this.

I ordered a new SIM yesterday morning (19/09 - has not arrived yet), and since this morning I have no service with my existing SIM. Is this normal? The agent on the phone never explained there would be a pause of service.

I use my phone for work so this is highly problematic, please point me to the direction of someone who can resolve it.

Re: Old SIM deactivated

MattP312 — Wed, 20 Sep 2023 16:19:23 GMT

I should say, I have tried the usual: switching phone on and off, airplane mode on and off, and updating system apps.

The wifi is working fine, but I get 0 service bars.

Re: Old SIM deactivated

Leanne_T — Thu, 21 Sep 2023 06:54:09 GMT

Hi @MattP312

Thanks for coming here.

If you get in touch with our mobile care team they can check if the replacement SIM card being dispatched has stopped your existing SIM from working. If this is the case and you need the SIM sooner, you can visit an EE Store with photo ID and they can replace the SIM for you in store.

Leanne.