topic Re: SIM problem in SIM cards & Porting

SIM problem

ND75 — Mon, 18 Nov 2024 09:05:09 GMT

Hey,

I have the same problem.
Converted DIM to eSIM. Couldn’t receive or do phone calls.
then I was advised by EE staff in the shop to order a physical SIM card and the problem still exists.

Npw I can’t convert the new SIM card to eSIM without a barcode.

It’s going in circle. Worse experience ever.. no one really has an idea how to fix the issue.
how can it be that the phone function is not working although I have a brand new physical card installed..

so annoyed

Re: SIM problem

Michael_D — Mon, 18 Nov 2024 09:07:08 GMT

Hi @ND75

Welcome to the community.

I can understand your frustration when you aren't able to call as normal.

Are you able to receive texts at all? If you can, you should be able to download a new eSIM in the EE app.

What is happening when you try to call? If it is happening on eSIM and physical SIM, it may not be the SIM.

Michael

Re: SIM problem

ND75 — Mon, 18 Nov 2024 13:04:58 GMT

Hi,

I can receive text messages but can’t call or receive any calls.

it didn’t work with eSIM and it is also not working with a physical SIM.

it doesn’t seem to be an issue with the SIM must be something to do with my account.

In the EE shop the shop assistant used his SIM and he was able to call.
That’s why I have ordered a physical SIM card and it is still not working, so something with my account setting must be not tight.

the other problem is if I want to convert the physical SIM to eSIM on my phone it requires a barcode which I don’t have.

I hope this is now clear enough to understand my struggle.
I am running in circles and I am about to cancel my membership if the minimum service of doing calls can’t be even solved when I visit your shop.

if I

Re: SIM problem

Michael_D — Mon, 18 Nov 2024 13:13:41 GMT

Thanks for explaining @ND75

You can get the eSIM set up again in the EE app. When you are logged in, open the profile at the top right corner and then choose Settings and Permissions and scroll to the bottom to select Replace my SIM/eSIM.

In terms of the calls, what happens when you try to call?

Michael

Re: SIM problem

Chris_B — Mon, 18 Nov 2024 13:22:28 GMT

@ND75 have you restarted the device since the new SIM card became activate.

Re: SIM problem

ND75 — Mon, 18 Nov 2024 14:13:13 GMT

I will try the SIM.

in terms of call it says directly ’call ended’ without even trying to dial.

Re: SIM problem

ND75 — Mon, 18 Nov 2024 14:18:21 GMT

Hi,

there is no option replace my SIM

Re: SIM problem

Michael_D — Mon, 18 Nov 2024 14:21:50 GMT

Is it a contract or pay as you go account that you have @ND75?

Michael

Re: SIM problem

ND75 — Mon, 18 Nov 2024 14:56:10 GMT

It’s a contract.

Re: SIM problem

Michael_D — Tue, 19 Nov 2024 08:11:37 GMT

Thanks @ND75

I was just wanting to check that as pay as you go can't have eSIM but the option should be there on a contract.

At this point, we need to get our tech guides to have a look at what is happening on your account, and look to get it working.

You can reach them from any other phone on 08000798586 or if you don't have access to another phone, you can pop into an EE store who can put you in touch with them.

Michael

Re: SIM problem

widgitkid — Fri, 20 Mar 2026 04:16:21 GMT

have you try to reset the phone back to factory settings or refresh your network by going to reset network settings or reset all settings