topic Re: New SIM card doesn’t work in SIM cards & Porting

New SIM card doesn’t work

Shelon — Wed, 07 Aug 2024 21:43:05 GMT

What can I do while the mobile Internet of the EE SIM card purchased at the Heathrow vending machine is not available, I have been to the store 2 times, and I have called the customer service for three days, but it still has not been resolved. SIM card has no mobile internet service, unable to send messages to 150. The experience is very bad .

Re: New SIM card doesn’t work

bristolian — Wed, 07 Aug 2024 22:37:05 GMT

Whose vending machine did you purchase the SIM from?

Re: New SIM card doesn’t work

Shelon — Thu, 08 Aug 2024 06:34:12 GMT

London Heathrow Airport Terminal 3 EE local vending machine.

I spent £25 on a 30GB SIM card that didn't work and I couldn't get help.

Re: New SIM card doesn’t work

Leanne_T — Thu, 08 Aug 2024 09:00:21 GMT

Hi @Shelon

Welcome to the community and thanks for your question.

I'm sorry you've had trouble using your SIM, I'd like to help if I can.

Are you using the SIM in a mobile phone or a WiFi device?

Leanne.

Re: New SIM card doesn’t work

Shelon — Thu, 08 Aug 2024 09:02:41 GMT

mobile phone (iphone12）

Re: New SIM card doesn’t work

Leanne_T — Thu, 08 Aug 2024 10:34:26 GMT

Thanks for letting me know @Shelon.

Can you make calls and texts work to other numbers?

Do you have signal showing?

Are you in the UK?

Leanne.

Re: New SIM card doesn’t work

Shelon — Thu, 08 Aug 2024 10:45:52 GMT

The ee SIM card Only can call 150

but can’t send message to 150

the SIM card have signal

I am in UK (London)

When I put that EE SIM card in my other phone, there is still no internet service.

I'm a tourist, I use another available SIM card to report for repair, is there a way to return the EE sim card and refund?

Re: New SIM card doesn’t work

Shelon — Thu, 08 Aug 2024 10:49:23 GMT

It has been processed for 4 days, and the phone reply promised by the customer service within 24 hours has also bounced.

Re: New SIM card doesn’t work

Leanne_T — Thu, 08 Aug 2024 13:07:03 GMT

Thanks for answering my questions @Shelon.
I'm sorry that after speaking with our customer service team it still isn't working.

I'd recommend giving them another call on 150 to discuss what to do next in regards to a replacement SIM or return.
Leanne.

Re: New SIM card doesn’t work

Shelon — Thu, 08 Aug 2024 23:28:22 GMT

EE local customer service requested my proof of purchase and other information. But, my issue has not been resolved in any way.

Re: New SIM card doesn’t work

Shelon — Fri, 09 Aug 2024 00:22:04 GMT

On the afternoon of August 5th, I spent £25 on a physical sim card claiming to have 30 GB of data at the EE local vending machine in Heathrow Terminal 3.

After the SIM card is installed in the iphone12, when the signal is full, there is no data（internet) service, and the cannot make calls.

I put the SIM card into another iphone 14 pro phone and still get the same result. But these two mobile phones, equipped with SIM cards of other telecommunications companies in the United Kingdom, can be used normally.

On August 6th, I went to the physical EE store for assistance, and on the premise that the clerk also verified that the SIM card was faulty, the clerk asked us to call 150, and the customer service staff was off duty that day and did not get in touch.

On the morning of August 7, we called 150 for assistance, we could not receive a text message from the customer service staff, and the customer service staff asked us to go to the physical store for assistance.

On the afternoon of August 7th, I stepped into the EE physical store for the second time, and when the clerk of the second store also confirmed that the sim card was faulty, the clerk asked us to contact EE customer service for assistance.

Everyone who has seen or tested this SIM card on the phone has seen the problem, but we haven't gotten any concrete solution. My trip was disrupted by this EE sim card. I repeatedly explained the date and place of purchase, and repeatedly explained the failure of this SIM card.

Customer complaints are not the purpose and significance of my visit to London, United Kingdom, it has been the fifth day, I have provided all the information to EE. I hope the problem can be solved soon, so that I can have a few days of good trip, thank you for your assistance.

Re: New SIM card doesn’t work

Rach_H — Fri, 09 Aug 2024 09:38:59 GMT

I'm sorry to hear that you're still having trouble with this @Shelon.

Are you able to go into an EE store today and ask them to replace the SIM, as they should be able to get this sorted for you there.

Rach

Re: New SIM card doesn’t work

Shelon — Fri, 09 Aug 2024 18:39:11 GMT

I have received a refund from sim local, thank you for being with me for the past few days. We sincerely hope that every passenger can choose the services provided by EE without any burden. Thank you.

Although it was a long way, in the end sim local customer service agreed to give me a full refund.

Re: New SIM card doesn’t work

Leanne_T — Sat, 10 Aug 2024 08:52:33 GMT

Thanks for coming back and letting us know you have now received the refund @Shelon

If you would like an EE SIM, you can purchase a SIM in an EE Store or place an order using our EE Shop online.

Thanks 🙂

Leanne.