Phone Failure One Month Before Final Payment

[bayulus]

Hi everyone,

I’m posting here to share my experience and hopefully get some guidance or support.

I’ve been paying for this phone(s24 Ultra) consistently for almost one year, without missing any payments. I have only one month left before the final payment, and the phone has suddenly developed serious faults.

One SIM tray stopped working about a month ago. At the time, I assumed it was a network issue and didn’t push it further as I wasn’t using the second SIM much. However, as of this morning(December 28, 2025), the second SIM tray has also stopped working, leaving me unable to use the phone properly.

The phone has been very well looked after always kept in the original pouch, with a screen protector, and it has never been dropped or damaged. This does not appear to be user damage, but rather a device fault.

This situation is extremely stressful, especially given how close I am to completing the contract. I’m not in a position to buy another phone, and I rely on this device daily.

I have already filled out the web form and formally submitted a complaint through EE. I wanted to post here as well to keep everyone updated on how things progress, and in case an EE moderator is able to take this up or provide further guidance.

I will also update everyone here if a fix is found and to share whether EE was helpful in resolving this issue.

Thank you in advance for any help or advice.

[Ali_A]

Hi @bayulus 

Sorry to hear you're device SIM tray is not working.  
Have you followed the steps on our What should I do if I have a problem with my device?

Irrespective of your device being in the last month, Samsung provide a 24 month warranty on the Samsung S series phones, and EE also provide a Lifetime Guarantee on selected plans, for full details and exclusions see EE Device Care Extras Terms. 

The first step in having your device repaired is to call Customer Service where a guide in the technical team will run a diagnostics and go through the steps to fix the issue. 

Ali 

[Northerner]

Hi @bayulus 

1. Are both Sims pay monthly. 
2. Tried restarting your device.
3. Can you try the SIM cards in another device.
4. Are you in the UK.

Thanks 

[XRaySpeX]

These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away. 

[bayulus]

Hi @Ali_A 

Thank you for your response. Yes, I’ve followed all the steps in the guide, but unfortunately the SIM tray issue is still not resolved. I’m quite tech-savvy and have already tried all possible troubleshooting steps.

Thank you for your help so far.

[bayulus]

Hi @Northerner 

1. No, only one SIM is pay monthly.

2. Yes, I’ve already tried restarting the device.

3. Yes, I’ve tested the SIM cards in another device and they’re working perfectly.

4. Yes, I’m in the UK.

[Matt_124]

To avoid some confusion in the thread:

With your statement of paying for the phone for almost a year and having one payment left, that seems to suggest a 11 or 12 month payment term.

Was the device purchased "SIM Free" (not as part of a mobile contract upgrade) as an Add to Plan (11 monthly payments added to your Mobile bill) or as an EE Finance purchase over a 12 month period? 

Such a short payment term does not match up with a typical EE Pay Monthly Device Plan or Flex Pay plan (minimum 24 months).

Regardless of method of purchase, to look at fixing your issue you would need to go through the route of the manufacturer warranty mentioned by @Ali_A. This can be initiated by contacting Samsung directly, or through an authorised repair centre such as those within EE Retail Stores (see here for your closest store and their repair capability). I believe you can also send off the device via EE, as detailed here: https://ee.co.uk/local-repairs