NEW sim not working

[Dilys2]

My old sim had stopped working.EE Sent me a new one on 12 month contract.I cannot still make calls or messages as no mobile data.I tried to activate the sim and it says a code has been sent but I can’t receive the message.Please can you help

[Christopher_B · Accepted solution]

Hi @Dilys2

Welcome to the EE Community 😊

I hope you're well and having a nice day, other than this issue of course.

As this is a replacement for a SIM that stopped working it should already be activated. As this isn't the case you'll need to give our customer care team a call. They will be able to look into this with you.

Thanks

Chris

[Dilys2]

I HAve been on live chat for 20 mins and the person I spoke to put my email in wrong. Wouldn’t accept my account details and gave me a link that didn’t work so I am no further forward.

[James_B]

Hi @Dilys2,

What was the issue with accessing your account? Were you unable to answer the security questions?

James

[Dilys2]

All my answers were as on the account as I wrote them down.They said the email was wrong but yet i got into my account.I have to go to the nearest store which is 11 miles away. I understand the account has to be verified .My worry is not having the phone available for calls from the Doctor for my husband.I just thought it would be easy to activate sim.Never mind.Thanks for your help

[James_B]

Hi @Dilys2,

The email address they asked for would be the email address you gave when you first joined EE, not necessarily the one you have registered with My EE.

Once you visit a store to verify your identity, they'll be able to set up a new account password for you.

James

[Dilys2]

All sorted today.Went into store .They phoned EE .I spoke to them and they activated my sim.No asking of email address only the serial number of sim and bill dates.Did not have to prove my details.It would have been a lot simpler doing this at home instead of having to travel to shop in a pandemic.Thank you all for your advice 

[James_B]

Glad you got it sorted @Dilys2 🙂

Thanks for letting us know.

James