topic Replacement sim not working in SIM cards & Porting

Replacement sim not working

Ellie250311 — Sun, 24 Sep 2023 06:56:57 GMT

Hello,

Please can someone help me?

My phone was stolen so I had my old sim deactivated and phone blacklisted. I went into the EE store in my town and got a new replacement sim and was told it could take up to 24 hours to activate. After 24 hours it still hadn’t activated so I phoned technical support and they activated the Sim whilst on the phone to me and and said it would take up to another 24 hours to activate from that point. It’s now been another 24 hours and still not working. I have no contact and need my number working asap.

Thanks

Re: Replacement sim not working

Christopher_G — Sun, 24 Sep 2023 06:59:11 GMT

Hi @Ellie250311

Welcome to the community.

Are you using the SIM in a new phone? If so, do other EE SIM cards work in it? Have you tried restarting it?

Chris

Re: Replacement sim not working

Ellie250311 — Sun, 24 Sep 2023 07:01:06 GMT

Hello,

Yes I’m using it in a brand new phone and other SIM cards work straight away and I have turned it on and off many times.

Re: Replacement sim not working

Christopher_G — Sun, 24 Sep 2023 07:03:58 GMT

I'm really not sure what could be causing this problem, @Ellie250311. Unless the lost and stolen restrictions haven't been lifted fully. I know you've spoken to them a couple of times, but it seems that you may need to speak to our Mobile Care team again so they can look into this further.

Please let us know what happens.

Chris