No service, no phone or messages but connected to internet.

[Gra22]

Receiving emails and internet browser working but no phone calls or text messages.

New iphone 6s and new SIM, both replacing stolen phone

[bristolian]

Are you using WiFi or mobile data?

WiFi is just a connection between a mobile device & broadband router and is totally independent of the mobile network. Mobile data uses the mobile network and would prove your phone is using EE's network.

[Gra22]

Thank you for replying.

The problem is with Mobile data.  The internet works with Wifi on but not when off.  The phone and messaging do not work when mobile data is on.

Thinking it might be the SIM not correctly installed, I removed the SIM.  It then says no SIM and on reinserting the SIM it searches but returns 'no service'

Faulty SIM?   Or does the SIM need initialising in some way? 

[bristolian · Accepted solution]

"No service" means what it says - your phone doesn't have a mobile network connection. Thus calls, texts & mobile data - all of which need that connection - are failing.

Normally lost/stolen replacement SIMs come pre-activated, but it would be worth contacting CS to ensure this is the case. 0800 0798586 from any working phone - it doesn't need to be an EE one, or a mobile.

[Gra22]

Hi  Thanks, yes SIM sent out inactivated

[Leanne_T]

Hi @Gra22 

Have you contacted our mobile guides to get the SIM registered? 

Leanne 🙂

[Gra22]

Hi Leanne

Contacted EE. SIM not initialised, having to send another

Graham

[Christopher_G]

OK, thanks for the update, @Gra22 

Chris