New sim but can’t make calls

[Hanjarvis]

Hi. I have set up a new SIM card on my old iPhone for my daughter to use. She can text from it but cannot make or receive calls.

[Hanjarvis]

I cannot seem to speak to anyone at ee as it takes me through to their recorded messages and it assumes I am calling about my phone.

[Christopher_G]

Hi @Hanjarvis 

Welcome to the community. We'll do our best to help you.

Is it a pay monthly or pay as you go SIM card that you set up? 

Chris

[Hanjarvis]

Oh hi! Thanks so much for replying! It is a monthly contract that I set up for my daughter.

[Christopher_G]

OK, thanks @Hanjarvis 

Is it on the same account as yours? Are you able to try using her SIM in another phone, just as a test to see if it works?

Chris

[Hanjarvis]

Hi! Yes it’s on my account. I’ve just tried the sim in another phone and texts work but not calling either.

[Christopher_G]

Thanks @Hanjarvis 

Are you porting her number over from another network, or is it a brand new number?

Chris

[Hanjarvis]

It’s a brand new number.

[Christopher_G]

I'm struggling to think of a reason why this would be happening, @Hanjarvis 

It may be worth speaking with our Mobile Care team on 150 so that they can check the account from our side.

If you get through on your number, you can just explain to them that it's a different number on your account that you're calling about.

Chris

[Hanjarvis]

Thanks but I can’t get through to anyone when I phone 150 from my phone! Do you know how I can actually get to speak to someone?