topic Re: Suspected SIM / phone issue in SIM cards & Porting

Suspected SIM / phone issue

Carolle — Sun, 21 Jan 2024 21:47:59 GMT

A couple of issues here on which I'd be grateful for any help. I purchased a new sim yesterday, new number with it. I was pay as you go before, but could not keep the old number due to the age of the phone / old number not being registered. The new Sim is going in a new phone, a Nokia C12.

Having set up the new phone two strange issues have arisen. The first is that I am unable to send or receive messages. It simply states 'can't send message with EE - error 0'. The same message appears when someone else tries to send a text to me on their phone (their phone works for all other numbers they have). That's been going on for 24 hours and no sign of any change. I've tried everything I can think on, clearing the cache, switch on and switch off and even a factory reset.

The second issue is also strange. When a contact (more than one) saved in my phone calls me, they come up as 'unknown number'.

None of this makes much sense to me or my two sons who have been attempting to think of everything they can to get it working. Any ideas?

Many thanks, Carolle

Re: Suspected SIM / phone issue

XRaySpeX — Sun, 21 Jan 2024 21:54:51 GMT

Is it on contract or PAYG?

Are you in UK?

Re: Suspected SIM / phone issue

Carolle — Sun, 21 Jan 2024 21:58:29 GMT

Hi there,

Thanks for the response. In the UK and contract now (SIM).

Carolle

Re: Suspected SIM / phone issue

Christopher_G — Mon, 22 Jan 2024 08:43:27 GMT

Hi @Carolle

Are you able to try sending a text message from your number to your own number please? Let me know if the message sends, but also if it's received.

Chris

Re: Suspected SIM / phone issue

Carolle — Mon, 22 Jan 2024 19:07:08 GMT

Hi Chris,

Thanks for coming back. I have tried that. It did not work. It did not send, the same error message appeared as mentioned initially. I also tried to register my phone against my existing EE login online. I've not been able to do that, as it sends a message to the phone with the code and of course I don't seem able to receive texts. All very strange.

Carolle

Re: Suspected SIM / phone issue

Christopher_G — Tue, 23 Jan 2024 08:06:42 GMT

OK, thanks for trying, @Carolle

It may be worth speaking with our technical support team so they can check your account from our side. They'll be able to 'refresh' the SIM card too, to make sure that it is enabled fully.

Chris