topic Re: Replacement Sim in SIM cards & Porting

Replacement Sim

Stevie93 — Wed, 13 Nov 2024 13:44:21 GMT

Hi, my old sim wasn’t working so I went into a local EE to get a replacement sim which the staff put in my phone. I was told it would be activated by midnight today. Do I need do anything else with my new sim and how would I know if the sim has been activated?

Re: Replacement Sim

Chris_B — Wed, 13 Nov 2024 13:54:07 GMT

@Stevie93 try restarting the device a few times it helps the network see the sim to active it. you’ll know when the SIM is working as you will see signal bars on the device.

Re: Replacement Sim

Stevie93 — Wed, 13 Nov 2024 17:24:14 GMT

Hi Chris, have restarted my phone, nothing yet. The new sim was put into my phone after 12pm. So just a little concerned it’s not activated yet.

Re: Replacement Sim

Stevie93 — Thu, 14 Nov 2024 00:13:37 GMT

Well 12 hours later as I was told by your ee staff member at store it would be activated by midnight. Again nothing. I’m getting really fed up having to go into store to keep asking to replace a sim. Something has went wrong here. If the staff member again can’t fix this issue tomorrow in store, I’ll be cancelling my direct debit as I won’t be paying for a sim contract I can’t use.

Re: Replacement Sim

Linzi_H — Thu, 14 Nov 2024 09:25:52 GMT

Hi @Stevie93

I'm sorry that your SIM card is still not activated for you.

Are you able to call our team from an alternative device so we can check the details and see what stage things are at?

We can be reached on 150 from an EE mobile, or 07953 966 150 from any other phone.

Linzi

Re: Replacement Sim

Stevie93 — Thu, 14 Nov 2024 11:40:40 GMT

Hi Linzi, i just phoned your team who were great. I was told the staff in store in yesterday didn’t activate the sim properly so I’m having to go back into store soon to get this sorted. Over 2 days with no signal on my phone which I need. Hopefully gets sorted today.

Re: Replacement Sim

Linzi_H — Thu, 14 Nov 2024 12:15:33 GMT

Thanks so much for keeping us in the loop with what's happening @Stevie93

I hope you get everything sorted!

Linzi

Re: Replacement Sim

Stevie93 — Thu, 14 Nov 2024 12:48:48 GMT

Hi Linzi, just been into the store and was told to wait another 24 hours as it takes 48 hours to activate. So that’ll be 3 days without signal on my phone which I really need. Feel I’m being messed around by the shop. I shouldn’t have to keep coming back in every day.

Re: Replacement Sim

Linzi_H — Thu, 14 Nov 2024 12:53:42 GMT

You really shouldn't have to be going back and forth at all @Stevie93

Did the team in store check the information, and make sure the SIM was registered? I wouldn't expect a SIM to take this long to activate.

Linzi

Re: Replacement Sim

Stevie93 — Thu, 14 Nov 2024 14:17:58 GMT

Hi Linzi, they told me they couldn’t anything about it anymore as they’re a sales store, I was little angry with their attitude to be honest.

However after checking my phone half an hour ago. It appears my sim is now working as I now have service. Just weird after complaining at the store it’s started working again.

One thing I’ll say is EE’s customer service is excellent online and over the phone.

Re: Replacement Sim

Linzi_H — Thu, 14 Nov 2024 15:13:12 GMT

I'm so pleased to hear that everything has been sorted out for you @Stevie93.

Hopefully, everything should be smooth sailing now.

Linzi