topic SIM card not getting activated in SIM cards & Porting

SIM card not getting activated

Lagina — Sun, 08 Oct 2023 12:44:01 GMT

Dear EE Community,

my phone got stolen 16 days ago and I promptly called EE to inform about the situation and block the phone and order a replacement SIM. Since then, I received the SIM card 13 days ago and it still cannot be activated. I have called EE customer service numerous times since then and every time I get told that a new activation request has been put through and it will take 24 hours to activate but it never gets activated. I have been waiting to use my number for more than 2 weeks now, with no progress on this situation.

Did anyone face a similar issue?

Many Thanks

Asma

Re: SIM card not getting activated

Leanne_T — Sun, 08 Oct 2023 13:09:00 GMT

Hi @Lagina

Thanks for coming here.

Do you have any signal showing on the device?

Are you able to try the SIM card in another phone to see if this works?

Leanne 🙂

Re: SIM card not getting activated

Lagina — Sun, 08 Oct 2023 14:11:02 GMT

Hi Leanne,

yes, I tried the sim in 4 different phones. On iPhone it just says No Service, while on Android phones it says SIM not provisioned for voice.

I have been calling customer service every single day but they can never help me. All they say is “I’ve never seen this issue before so I don’t know what’s happening”.

Re: SIM card not getting activated

Leanne_T — Sun, 08 Oct 2023 14:35:49 GMT

Hi @Lagina

I am very sorry to hear this, have the team suggested sending another replacement or going into store with photo ID for a replacement SIM to see if this would help?

If this is not going to resolve the issue, have the team raised a support ticket to get this looked into?

Leanne 🙂

Re: SIM card not getting activated

Lagina — Sun, 08 Oct 2023 14:57:55 GMT

Hello,

They advised me to visit a store, which I did 4 times so far. But they could not activate or give me another physical sim. Last Monday it had been sent to the Back Office. I’ve been told that it will be sorted by maximum 5 days but the Sim is still not active. I seriously do not know what to do now. I honestly would like to cancel my contract as all this is not my fault and it has caused me a lot of troubles.

thank you

Asma

Re: SIM card not getting activated

Leanne_T — Sun, 08 Oct 2023 15:00:33 GMT

I see, thanks for the extra details @Lagina

The back office team will be working on activating the SIM as quickly as possible for you.

If you would like to discuss your options, please contact us again and the team will help you further.

Leanne.

Re: SIM card not getting activated

Lagina — Sun, 08 Oct 2023 15:09:45 GMT

Thanks Leanne,

I would like to discuss my options but the team did not really help me. I’ve also been hanged-up on a couple of times and didn’t get a call back. When I called this morning the member of staff said he can’t help me because I wasn’t validated but did not even ask for my details. It’s been very frustrating for me to see them not doing enough to help me.

Re: SIM card not getting activated

James_B — Mon, 09 Oct 2023 07:12:35 GMT

Hi @Lagina,

You don't need to take any further action yourself now a fault ticket has been raised for you.

Our Technical Support Team will get back in touch as soon as the ticket has been resolved.

I'm sorry that you've been left without service in the meantime.

James

Re: SIM card not getting activated

Lagina — Thu, 12 Oct 2023 22:32:26 GMT

Hi James,

thanks for reaching out. Unfortunately the issue has still not been resolved. It’s getting close to 3 weeks now for me without SIM card. I am really disappointed and frustrated.

Re: SIM card not getting activated

Leanne_T — Fri, 13 Oct 2023 06:09:07 GMT

Hi @Lagina

I am sorry this taking time to get resolved for you and understand your frustration. As soon as the technical support team have an update they will get in touch to let you know.

Leanne.

Re: SIM card not getting activated

Teeks — Fri, 27 Oct 2023 06:29:32 GMT

Hi yes I’m still facing the same issue. My replacement sim is still not working and still no sign of network. Very frustrating. I’ve always been with EE but now I’m considering of a move in network as ee keep saying to wait 24hrs but no progress after this. Very poor customer service!

Re: SIM card not getting activated

Christopher_G — Fri, 27 Oct 2023 06:56:37 GMT

I'm sorry to hear that, @Teeks

Could you try restarting your device this morning please and let us know if it's working?

Chris

Re: SIM card not getting activated

alexj51 — Fri, 27 Oct 2023 10:22:08 GMT

Hi - I’m in a similar situation, ordered physical SIM a week ago as eSIM stopped working. It arrived Wednesday but still not working, customer service told me yesterday that their systems weren’t working properly but it would be activated by 10am - still not working. Offered the option of going into a store but that doesn’t work for me as I’m not able to do that until the weekend, and anyway wouldn’t the store still have to use their systems to activate it? Very frustrating and a situation I’ve never had with any other provider (I switched to ee in the summer)

Re: SIM card not getting activated

Christopher_G — Fri, 27 Oct 2023 11:15:48 GMT

I'm sorry to hear that, @alexj51

Have you tried restarting your phone this morning?

Chris

Re: SIM card not getting activated

alexj51 — Fri, 27 Oct 2023 11:23:36 GMT

Hi Chris, yes I’ve restarted it several times, I’ve taken the SIM out and put it back in again and restarted it then, all to no avail. I contacted ee on X (Twitter!) and someone said they’d look into it so I’m awaiting feedback from them at the moment.

Re: SIM card not getting activated

Christopher_G — Fri, 27 Oct 2023 12:18:46 GMT

OK, thanks @alexj51

Keep us posted on what happens with the Social Media team, hopefully they're able to help when they're back in touch with you.

Chris