topic Re: Existing EE customer, upgraded yesterday and Sim was disconnected yesterday. in SIM cards & Porting

Existing EE customer, upgraded yesterday and Sim was disconnected yesterday.

Bry95 — Tue, 25 Jun 2024 08:48:23 GMT

I am due to get my new phone today, I haven't changed numbers so I'm not sure why I'm getting a new SIM but I digress, I haven't had a working phone since yesterday at 6pm. I have no way of contacting EE without an active SIM and I can't receive tracking info from DPD either. Someone please help.

Re: Existing EE customer, upgraded yesterday and Sim was disconnected yesterday.

Christopher_G — Tue, 25 Jun 2024 11:01:23 GMT

Hi @Bry95

Welcome to the community.

Are you getting error messages on your phone? Does it say anything about the SIM card? Have you tried restarting the phone, just in case it has only lost network connection?

Chris

Re: Existing EE customer, upgraded yesterday and Sim was disconnected yesterday.

bristolian — Tue, 25 Jun 2024 11:14:39 GMT

A replacement SIM is often supplied with upgrade phones incase, for whatever reason, there's a problem with your current SIM or it doesn't fit a new phone.

If your existing SIM is working and fits your new phone, there's no need to unnecessarily replace it.

Re: Existing EE customer, upgraded yesterday and Sim was disconnected yesterday.

Bry95 — Tue, 25 Jun 2024 13:30:31 GMT

Hi, the Sim shows an icon in the top right corner with an X through it. Someone on the EE side has disconnected it after the upgrade and a new one has not been sent out. I have never had connection issues before. Please help. I can't make any phone calls or contact anyone unless via WIFI

Re: Existing EE customer, upgraded yesterday and Sim was disconnected yesterday.

bristolian — Tue, 25 Jun 2024 13:39:29 GMT

If you can use WiFi-calling, you should be able to get network coverage - authentication is the same.

You may need to contact EE CS from another working phone to ensure the SIM is still live.

Re: Existing EE customer, upgraded yesterday and Sim was disconnected yesterday.

Bry95 — Tue, 25 Jun 2024 13:51:03 GMT

I'm don't have access to WIFI calling or another device to call from unfortunately. There is 100% no service on this Sim card. It has been deactivated. Nearly 24 hrs with no working phone and no way to contact EE. It's a joke!

Re: Existing EE customer, upgraded yesterday and Sim was disconnected yesterday.

Leanne_T — Tue, 25 Jun 2024 14:05:04 GMT

Hi @Bry95

I am very sorry we have no account access on the community.

If you have access to a VoIP such as Skype you can contact our mobile guides to get this looked into.

Or if you have an EE Store near you and have photo ID they can replace the SIM for you in store.

Leanne.