topic Re: New SIM not working in SIM cards & Porting

New SIM not working

Ajallan22 — Mon, 10 Nov 2025 15:08:48 GMT

I ordered a new SIM card for my phone and it came on Friday.

Acitivate on line as per instructions and it is still not working 3 days later !! Have now called EE 3 times and raised complaints. No further forward.

Phone is for an 82 year old woman so am appalled by this not being resolved. As an ex staff member this is embarrassing

Re: New SIM not working

Northerner — Mon, 10 Nov 2025 15:17:11 GMT

Hi @Ajallan22

Is the SIM PAYG or pay monthly contract.

What is the device and is it unlocked and compatible.

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: New SIM not working

Ajallan22 — Mon, 10 Nov 2025 15:29:24 GMT

It’s a monthly contract and the phone is unlocked.

It should be compatible she’s moved from my old iPhone 8 to an iPhone 11 which has moved between 3 members of the family already - all on EE so there shouldn’t be any problem

I have submitted a complaint but a basic level of service from EE would be appreciated

Re: New SIM not working

Ajallan22 — Mon, 10 Nov 2025 15:30:20 GMT

And its def the SIM and not the phone as we have tested other SIMs including a Tesco mobile one and it works fine!

Re: New SIM not working

bristolian — Mon, 10 Nov 2025 16:25:34 GMT

A complaint isn't usually the best way to resolve a "live" service issue, it works on completely different timescales to what's necessary in a loss-of-service scenario - I'd usually suggest saving that for the "tidy-up" phase after resolution.

Repeatedly chasing CS, and documenting every contact, really is the best way here. I'd also question how things are left each time - are CS figuratively shrugging their shoulders and leaving unanswered questions, for example? If so, politely refuse to terminate the call until next steps are clearly outlined or solutions offered.

Without knowing what CS are actually offering by means of advice in this scenario, a technical escalation through to - ultimately - a single user fault being raised, is likely the correct outcome. Has that been offered?

Re: New SIM not working

Ali_A — Mon, 10 Nov 2025 19:19:52 GMT

Hi @Ajallan22

Sorry to hear your new SIM isn't functioning as expected. This should usually show signal within a few hours of activation.
If the SIM isn't working, the Customer Service team will usually send a replacement out in the post.

Alternatively, if the account is in your name, you can pop into your local EE store with ID , where they will issue and activate a replacement SIM straight away, and can ensure it's working before you leave the store.

Ali