topic Re: Sim not working after using eSIM abroad. in SIM cards & Porting

Sim not working after using eSIM abroad.

Duckinga — Tue, 19 Nov 2024 11:53:45 GMT

My EE sim is in my phone and was working fine while abroad.
I later activated a Holafly eSIM to use in Thailand.
On the plane back to the U.K., I deleted the eSIM.
But now my regular EE sim doesn’t work at all. I can’t call 150 or use my EE account at all. If I’m out of WiFi, I get a satellite icon top right (iPhone 16 pro max - for emergency satellite calls, I presume).
there is also an icon of a human (round circle for head on top of upper body half circle) next to the time. Don’t know why or what that is.

Do I need to get EE to reactivate my sim? How do I do that without a functioning phone? They don’t have a WhatsApp service as far as I can see.

thanks a lot.

Re: Sim not working after using eSIM abroad.

bristolian — Tue, 19 Nov 2024 12:02:45 GMT

Is this a physical SIM or electronic SIM, that's stopped working?

And if a physical one - are you able to test it in another working phone? There wouldn't be any reason for a SIM to be deactivated "just because"

Re: Sim not working after using eSIM abroad.

Duckinga — Tue, 19 Nov 2024 12:34:15 GMT

It’s a physical sim. I live on my own and don’t have another phone to test it on. I’ve taken it out and reinserted it. Turned phone on and off etc. see icons in pic below

Re: Sim not working after using eSIM abroad.

Christopher_G — Tue, 19 Nov 2024 12:46:23 GMT

Hi @Duckinga

Are you able to manually search for a mobile operator?

Tap Settings > Mobile Service > Network Selection. If it's already on Automatic, try turning that off to search for EE and try to select it.

Let us know what happens.

Chris

Re: Sim not working after using eSIM abroad.

Chris_B — Tue, 19 Nov 2024 14:02:43 GMT

@Duckinga that person icon is because you have got a personal focus mode switched on

Please see THIS

you can change the different focus mode by pressing and holding onto the lock screen and swipe on left or right to a different focus mode.

Re: Sim not working after using eSIM abroad.

bristolian — Tue, 19 Nov 2024 14:08:03 GMT

Is your phone a dual-SIM model? If so, test your SIM in both slots.

Re: Sim not working after using eSIM abroad.

Duckinga — Thu, 21 Nov 2024 13:17:00 GMT

It's a physical sim. I got hold of the helpline and they said I have to go into the store to get a new sim activated. Nothing they can do remotely. Not entirely sure why, but is what it is. 🙂

Re: Sim not working after using eSIM abroad.

Duckinga — Thu, 21 Nov 2024 13:18:02 GMT

Hey Chris. Thanks for the suggestion - nothing comes up when I toggle off Automatic - because the sim isn't functional, I guess. I have to go to a shop to get a new sim, EE said.

Re: Sim not working after using eSIM abroad.

Duckinga — Thu, 21 Nov 2024 13:19:06 GMT

Ah, I had forgotten I'd put that on at the conference I was at. Thanks, Chris.