topic Re: Sim card in SIM cards & Porting

Sim card

Kellylewis — Thu, 26 Dec 2024 21:30:06 GMT

Brought a new iphone 16, transfered data and swapped sim but phone won't connect to network openable us to add to a network

Any help appreciated

Re: Sim card

bristolian — Thu, 26 Dec 2024 22:32:02 GMT

Does your SIM still work in your old phone?

Re: Sim card

Kellylewis — Fri, 27 Dec 2024 12:01:38 GMT

It does

Re: Sim card

Alex_H — Fri, 27 Dec 2024 13:46:58 GMT

Hi @Kellylewis,

Welcome to the EE Community

Did you recieve a new SIM with your new phone or is it the same SIM you are putting in the new one that works in the old one?

Have you restarted the new phone when you have your SIM in it? Is the new phone saying No SIM or anything or just showing no signal bars?

Alex

Re: Sim card

Kellylewis — Fri, 27 Dec 2024 15:54:21 GMT

Didn't recieve a new Sim

Yes putting in the same sim in both phones

Yes have restarted phone

Showing no signal bars

Re: Sim card

Alex_H — Fri, 27 Dec 2024 16:31:57 GMT

@Kellylewis Thanks for confirming. Is the phone able to find the EE network or any network when doing a manual network search in Settings> Mobile Service> Network selection> Turn off automatic?

Just to clarify did you buy the phone from ourselves or elsewhere? As the SIM is working in your old phone it seems the SIM is working ok, do you have any other SIM in the house to test in the iPhone 16 to see if it is able to get signal?

Alex

Re: Sim card

Kellylewis — Fri, 27 Dec 2024 19:14:11 GMT

I didn't buy the phone from you. I brought it from a shop.

We don't have another sim to try but ee in store have said we need to contact ee to tell them we have changed phones?

Unfortunately the person who owns the contact is uncontainable but still pays the bills. I'm unsure what we need to do now

Re: Sim card

Ali_A — Sat, 28 Dec 2024 09:27:17 GMT

Hi @Kellylewis

You can swap your SIM into any working device that accepts EE SIM cards and it should work fine. You don't need to let us know you're swapping devices.

However, there are some things you need to check with your new phone- Is it unlocked to work with any SIM card?

Also check the device is not blacklisted or blocked by Apple - You may need to contact Customer Service team who can check the blacklisting for you.

Ali

Re: Sim card

Kellylewis — Sat, 28 Dec 2024 19:40:11 GMT

It is unlocked and it's not blacklisted or blocked

Re: Sim card

Ali_A — Sun, 29 Dec 2024 09:24:28 GMT

@Kellylewis

Was it Customer Service team that confirmed it's not locked / blacklisted?

Ali

Re: Sim card

Kellylewis — Sun, 29 Dec 2024 20:54:06 GMT

Yes it was

Re: Sim card

Alex_H — Mon, 30 Dec 2024 11:37:40 GMT

@Kellylewis As additional diagonstics steps you can try a reset of the network settings via Settings> General> Transfer or Reset iPhone>Reset> Reset network settings.

After if there is no change, doing a full factory reset and setting the phone up as a brand new phone is worth trying. But if there is still no change, the best bet would be going back to the shop you bought it from as the phone may be faulty.

Alex