topic Sim in SIM cards & Porting

Sim

HR212 — Wed, 08 Nov 2023 20:40:18 GMT

Got a new phone today, upgraded plan but was told to put my old sim card into new phone. Set up new phone and put the sim card in- nothing has happened and doesn’t look like I have any network provider on the new phone?

Re: Sim

James_B — Thu, 09 Nov 2023 08:27:43 GMT

Hi @HR212,

Welcome to the EE Community. 🙂

Did you upgrade direct with EE?

Does your SIM work if you put it back in your old phone?

James

Re: Sim

HR212 — Thu, 09 Nov 2023 10:55:21 GMT

I upgraded direct with EE and no it doesn’t work in my old phone now!

Re: Sim

James_B — Thu, 09 Nov 2023 11:03:43 GMT

Did you receive a new SIM with your phone @HR212?

James

Re: Sim

HR212 — Thu, 09 Nov 2023 11:18:03 GMT

No I was told to put my old sim into the new phone

Re: Sim

James_B — Thu, 09 Nov 2023 11:36:31 GMT

Hi @HR212,

Even if you had received a new SIM, your old one should have remained active unless you registered the new one online.

Have you double checked the SIM is inserted correctly?

Are there any signs of damage?

If not, I'd recommend contacting Customer Care so an EE Guide can check the status of your SIM card.

James

Re: Sim

selina83 — Thu, 09 Nov 2023 11:41:00 GMT

is it a reconditioned phone?

when i upgraded to a good as new handset 2 years ago my old sim did not work neither did the new sim, turns out the phone had been blocked. They sent out another handset and had no issues since. I upgraded to a brand new handset this time though due to this issue.