topic Re: Sim card not opersti g in SIM cards & Porting

Sim card not opersti g

Deanstev12 — Fri, 08 Dec 2023 16:47:26 GMT

My sim card was migrated onto a new sim without request or knowledge due to an advisor selecting the wrong number on my account.

Leaving me with no phone on holiday in Greece.

I was told within 24 hours I'd be able to download an esim and get access to my number.

It's been longer than 24 hours however when I try to activate the esim,the activation code isn't coming through to my phone

I'm unable to ring ee due to having no access to my number and being in another country. I'm also not able to access my bank account due to two point verification.

I've attempted to use the chat feature but 2 hours sitting in a cafe on WiFi is ridiculous.

I require some assistance.

I understand mistake happen but this is the third one this year

Re: Sim card not opersti g

Christopher_G — Fri, 08 Dec 2023 17:19:39 GMT

Hi @Deanstev12

Welcome to the community.

I'm really sorry to hear that you've had this problem, especially being away from home. Unfortunately, since you're off the home network (EE), there's no guarantee that the SIM will register until you return back to the UK.

Do you have access to the EE App? There's a live chat on the help section, if you're able to use that, our chat team will be able to check the status and do their best to help.

Chris

Re: Sim card not opersti g

Deanstev12 — Fri, 08 Dec 2023 17:24:22 GMT

Hi Chris,I'm being passed from advisor to advisor

Seems ee systems have had issues 3 times in 2 days

Re: Sim card not opersti g

Christopher_G — Fri, 08 Dec 2023 17:58:57 GMT

I'm sorry to hear that, @Deanstev12

I hope they're able to get you up and running soon. Please keep us updated with what happens.

Chris

Re: Sim card not opersti g

Deanstev12 — Fri, 08 Dec 2023 18:47:12 GMT

Unfortunately no solution, yet another advisor left the chat and I'm in another 2 hour queue

Really disappointed in this, looks like I'll be dealing with this back in the UK.

The fact that no one can resolve this and I'm sat in places on holiday for hours on WiFi and I'm being passed from pillar to post

What makes it worse is I'm paying 115 a month for a contact I can't use

I'm happy for you to check the notes on my account to see all the mess ups on my account over the last year. Its really hard to believe the constant mess ups

Re: Sim card not opersti g

James_B — Sat, 09 Dec 2023 08:02:31 GMT

Hi @Deanstev12,

I'm very sorry to hear your SIM card was cancelled in error.

Unfortunately it isn't possible to activate an eSIM on a roaming network. You need to be able to connect to the EE network in the UK.

James