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My SIM was deactivated new eSIM is not working

eLbe
Explorer

‎25-09-2021 01:30 PM

Hello, I just swapped from sim to eSIM as I decided to change my phone set and once the old sim card was disconnected following the successful set up on a new phone set I am unable to make any calls, messages using the plan, I noticed in my ee account the sim might need to be activated (I THOUGHT IT WAS) but it says 'activate'... I cant receive any messages to my old set as my physical sim is no longer working!! tried calling support from another network paying 25p/m waited 30 min got disconnected, yes message support either..  need help please 

0 Helpful
3 REPLIES 3
Leanne_T
EE Community Support Team

‎25-09-2021 02:15 PM

Hi @eLbe

 

Thanks for coming to the community. 

 

I've sent you a private message on the community for some extra details. 

 

Thanks. 

 

Leanne

0 Helpful
eLbe
Explorer
In response to Leanne_T

‎25-09-2021 04:02 PM

Dear Leanne many thanks for an offer to call me back on my EE number but as my EE number is disabled I won't be able to receive it.. can you activate my physical sim? Or is it too late now when the number was transferred to eSIM?

0 Helpful
Leanne_T
EE Community Support Team
In response to eLbe

‎26-09-2021 07:01 AM

Hi @eLbe

 

Thanks for coming back to me. 

 

The SIM card will be deactivated now and you would need a replacement SIM.

 

If you have no contact number, you can find our contact details on our get in touch page 

 

Leanne.

0 Helpful