iPad Pro Embedded SIM error

[Shauncross]

Hello I’m really annoyed as a new customer to EE i topped up £15 for 2GB data on my iPad Pro via embedded apple sim. The money was taken but i never received any data and no receipt! Called UK call centre but they didn’t even know what the apple embedded sim is! Please contact me to help

[Christopher_G]

Hi @Shauncross

Welcome to the community, we'll do our best to help.

Does the iPad show a signal at the top of the screen?

You should be able to find a mobile number related to the embedded SIM within the settings:-

Tap Settings >>> General >>> About.

If you can find this, it will help the customer service team locate your account and help resolve the issue.

Chris

[Shauncross]

[Shauncross]

See screenshot of settings below; I can confirm my ipad is able to join a rival network via apple sim. Also if I insert my EE sim from my iPhone I am able to browse

[Christopher_G]

Thanks, @Shauncross

I'm unable to see the image as it has not been accepted by the moderators.

Does it show a mobile number in the settings anywhere?

Did you connect to a different network provider before joining EE?

Chris

[Shauncross]

I have an expired Truphone data which is showing but used up, will expire on the 21st feb

my EE number is [MOD EDIT 07XXXXXXXXX, Please do not post personal information in the forum].

it does actually show £15 in my account now but an error when I tried to spend.

[Christopher_G]

Thanks for getting back to me @Shauncross.

What error message do you get when you try to spend it?

How are you trying to spend it? Through My EE, text or calling?

Does it show an EE signal on your phone?

Thanks

Chris

[Shauncross]

It just says cannot be activated, 

No EE signal

It shows £15 in my account but unable to spend it via apple sim on ipad 

still struggling

[Christopher_G]

Thanks for getting back to me, @Shauncross.

Have you tried toggling Airplane mode on and then off?

Do you have any other EE devices that can receive a signal OK?

Chris

[ApplesimWTF]

I have had this since buying a new iPad, rang EE and got told “Don’t know what an apple sim is”

have money in the account showing on the iPad, but will not activate

managed to get a rival network working “always online”

Cant reset anything to clear and start again, absolute rubbish!!

someone in EE agreed with Apple to have their network as part of the sim but forgot to tell anyone else at EE, maybe they got the sack who knows

dont please tell me to contact your support or Apple, already had a call with US Apple tech support and they said we can’t fix it as it’s EE’s network issue and EE blame Apple

what a farce

[Katie_B]

Good Morning @ApplesimWTF. 

Welcome to the community.

I have sent you a private message for some further information. 

Speak soon, Katie 🙂