EE service problem - Nexus 5

[MyNameIsChris7]

Hi there!

I'm here to ask a question to see if anyone knows how to resolve the issue that I'm currently facing. I love EE & they are one of my favorite carriers (I had them previously but that service was cancelled a while back). However, I came back to EE in 2024 as a secondary phone number as a backup number.

Anyways, I seem to be experiencing issues with my LG Google Nexus 5. The SIM card is detected by the phone & registers as EE. The phone is not locked to any other network, it is unlocked by default. However, the issue overall that I'm having is that the phone registers the EE network, and can receive text messages, but cannot receive calls, make calls & send text messages. When I mess with the Network Operator settings as I was told to by a previous EE employee to have it choose automatically, I receive mass text messages that were unable to be delivered to me when the network was unavailable and mobile data and incoming text messages works for a small amount of time and then it randomly stops working. It's pretty irritating.

However, I put the SIM card into another phone (this time an iPhone) and it did work for receiving calls, making calls, sending and receiving text messages, etc. This can't be an issue with the LG Google Nexus 5 because the phone worked with an O2 SIM card as I thought the EE SIM stopped working entirely, but I was wrong. The SIM was working after I ditched the O2 one and went back to the EE one in 2024 for a bit and then suddenly stopped working. May I also add that it also detects instantly that I've got a voicemail in my inbox from before I disabled my Voice Mail. Anyways, I've called EE so many times and even they're not sure what to do. I've spoken to Caitlin from EE and Claire from EE today.

I hope someone can come up with a solution, I really want to get back onto the EE network before I top up again! I also don't want to miss out on that £5 offer from EE where if I top up £5, they add £5 on for up to 7 days, I don't want to miss that as due to some circumstances that would be very helpful right now!

Thank you!

[Chris_B]

@MyNameIsChris7 

   Wow That’s an old phone.   Just to check you have got the device to connect to 4G ?  It’ll not pick up 3G as that’s now switched off.   Having it set to automatic network selection will make no difference if you set it to manual network selection, It your choice.  The EE sim will only connect to EE and both options do exactly this. You just need to select EE in manual.  

Have you tried factory resetting the device?

[Northerner]

Hi @MyNameIsChris7 

You have answered your own question. 

If the SIM works in the iPhone but not the nexus then the issue is the nexus. Are you sure it is unlocked or not blocked/barred. Tried factory resetting the nexus.

Thanks 

[MyNameIsChris7]

Hi @Chris_B & @Northerner 

Thanks for your responses I appreciate both your viewpoints and responses. It is an old phone, however you'd be surprised how it holds up in 2025 as a secondary device. The device is 4G capable and allows options such as 2G, 3G and 4G. I manually selected EE from the list but it didn't really do much. There was two EE's available in the Network Operators, the first one claims it connects but the second one does not connect. I have tried resetting it and it didn't really make a difference either. It's not locked to any carriers/or barred from what I've found out.

It claims that the service bars are finding signal & such but it doesn't get incoming calls, outgoing calls, or even sending texts.

The mobile network SIM status on Android.

[Schockwave]

@MyNameIsChris7 , as you are using a pay as you go SIM card, when did you last make a chargeable call or text? SIM cards do go into hibernation after six months , so just a thought. 

[MyNameIsChris7]

Hi Schockwave,

Thank you for responding! When I called EE from another phone, they said that my SIM card did not go into hibernation. I have made calls to some numbers which did not answer & free phone numbers but I'm not sure when it was but it was recent.

I'm very confused as it's stopping me from getting on the EE network. 😞

Thanks!

[Rach_H]

Hi @MyNameIsChris7 

Were the team able to suggest anything that might be causing this issue, or mention any oher options to get things back on track?

Rach

[MyNameIsChris7]

Hi there,

I did call EE, and they suggested I do a few things, but they didn't work. I feel like it's the SIM card or something & I don't really have affordability to get another one with the same number. I feel like the SIM card is damaged as I didn't have problems with the other ones.

I've checked all my settings and everything and they seem about right. You can use a SIM without topping up (though it can go into hibernation), but I have attempted to make calls and it just hangs at dialing and then hangs up as well.

I'm not sure if anyone else has any ideas of what I can do.

Thank you!

[Schockwave]

@MyNameIsChris7 you can order a replacement SIM card r go into an EE high street store with photo ID and get one there.