topic Re: Issues getting replacement SIM activated, ongoing EE issue since 21.10.23 in SIM cards & Porting

Issues getting replacement SIM activated, ongoing EE issue since 21.10.23

gavmidd — Sun, 29 Oct 2023 09:23:29 GMT

Having issues after one of our SIM cards stopped working 10 days ago

2 separate sim cards sent out 1st one not activated and ended up activating against my mobile number ( not the faulty one)

second sim card arrived Thursday Should have been preactivated, it wasn't

Apparently EE having a incident with sim card activation going on since 21.10.23 where sim cards are not getting activated

Tel support team don't seem to be able to activate the SIM they told me Friday it would work Saturday by 3 or 4 pm
that didn't work

Apparently if i walk into a EE shop they can activate it straight away, our nearest store is an hours drive away

Can a store activate my sim for me remotely?

Re: Issues getting replacement SIM activated, ongoing EE issue since 21.10.23

Katie_B — Mon, 30 Oct 2023 08:12:45 GMT

Hi @gavmidd.

Welcome back to the community.

Unfortunately stores can't remotely activate a SIM.

Since Saturday 4pm have you been back in touch for a further update?

Katie

Re: Issues getting replacement SIM activated, ongoing EE issue since 21.10.23

gavmidd — Tue, 31 Oct 2023 07:36:27 GMT

Hi
Apparently insisting on a manager call-back, and then pushing the point that if someone instore can activate a SIM immediately so the capability is within EE to manually do this, i managed to get the sim card immediately activated by the support team coordinating with the Backoffice team, apparently the notes of this were getting put onto the Major issue notes, and im hoping that EE have passed this information to the SIM issuing team as well as the Telephone and Chat support teams