topic Re: Re: SIM card not working in SIM cards & Porting

Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 12:23:18 GMT

I'm having the same issue, but how can you contact EE without a SIM card?

I had to make a trip to one of your stores so that I could make the call and was told that the SIM would be activated today. It's been over 24 hours and the SIM is still not working. What do I need to do to have my SIM card activated??

Re: Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 12:34:51 GMT

I need help with my replacement SIM card that is not working.

I went to the store yesterday to have my SIM activated and was told that it would be activated by today. It's been over 24 hours now and the SIM is still not working. I have to make another trip to the store which is far from where I live as I cannot use my phone to contact EE without a SIM.

What do I need to do to have the SIM activated? And oh what do I need to do to get a reply from EE? I have sent messages on the online form but no one even got back to me!

Re: Re: SIM card not working

James_B — Wed, 15 Nov 2023 13:10:12 GMT

Hi @noreplyfromee,

Welcome to the EE Community. 🙂

Is it a brand new SIM or a replacement?

When was it registered?

James

Re: Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 13:18:16 GMT

Hi James,

It's a replacement SIM that was registered on 6th November. It's been almost 10 days and I really need to be able to use my phone. How can this take so long?

Re: Re: SIM card not working

James_B — Wed, 15 Nov 2023 13:21:01 GMT

Hi @noreplyfromee,

It sounds like the SIM may be faulty if it hasn't activated after such a length of time.

Are you able to pick a new one up at your local EE store?

James

Re: Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 13:26:41 GMT

I have to go to the store in any case to contact EE as I cannot use my phone to call them.

How long will it take to have the new one activated?

Also, meanwhile do you know whether I can have a replacement phone and number so that I can at least make calls with a temporary number whilst I'm waiting?

Re: Re: SIM card not working

James_B — Wed, 15 Nov 2023 13:29:04 GMT

Hi @noreplyfromee,

SIM activations can take up to 24 hours but in my experience they are usually ready to use very quickly.

Any replacement SIM and phone would take the same amount of time to activate.

James

Re: Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 13:33:42 GMT

Surely EE can provide a pay as you go phone or something that is working whilst they are looking into the issue? I really cannot wait another 24 hours

Re: Re: SIM card not working

James_B — Wed, 15 Nov 2023 13:42:42 GMT

Hi @noreplyfromee,

Sorry, all new SIM cards have the same activation timescales, including pay as you go.

James

Re: Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 13:48:49 GMT

How soon can I transfer to another provider please?

I have just found that with Three it should only take about 2 hours to activate a SIM, so I don't have to wait any longer

Re: Re: SIM card not working

James_B — Wed, 15 Nov 2023 13:56:36 GMT

Hi @noreplyfromee,

Number transfers between networks can take 1-2 working days depending on what time of day the number transfer is started.

As I mentioned earlier, SIM cards are normally activated very quickly, but can take up to 24 hours on occasion.

James

Re: Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 14:02:34 GMT

Well I cannot wait another 24 hours never mind up to 2 working days. I will purchase a pay as you go mobile phone as I need to make phone calls today. Will EE compensate for that bearing in mind that I have ordered the replacement SIM almost 10 days ago? Thanks

Re: Re: SIM card not working

James_B — Wed, 15 Nov 2023 14:07:07 GMT

Hi @noreplyfromee,

It's worth trying a new SIM from your local store. It may be activated pretty quickly. (You'll need to take some photo ID)

To discuss your bill, please have a chat with Customer Care via the help section of the EE app.

Thanks

James

Re: Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 14:12:51 GMT

I am unable to contact EE as the SIM is not working. In the help section, the only way to contact EE is by calling them (which I can't without a SIM card) or via the complaint form, but no one got back to me.

Re: Re: SIM card not working

James_B — Wed, 15 Nov 2023 14:18:46 GMT

Hi @noreplyfromee,

After pressing the help button in the EE app, you'll see a 'message us' option to the left of call us.

When did you raise your complaint? The current response time is 7 days.

James

Re: Re: SIM card not working

noreplyfromee — Wed, 15 Nov 2023 16:32:15 GMT

7 days? Sorry but it's already been 9 days. I just made another trip to the store so that I could use their phone to call 150 (again). Only to be told that it takes up to 30 hours to activate a SIM card! (and not up to 24 hours as incorrectly mentioned). It would be an idea to tell customers upfront and provide a temporary pay as you go phone whilst you active a SIM card if you need 30 hours to do that!