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New Sony L4 Arrived, New SIM Added - 'No Service'..

AndyStevo
Contributor
Contributor

‎28-01-2021 01:11 PM

New replacement Sony L4 Phone arrived from EE for my old Sony Experia L1.

 

All updated now on both Google cloud backup for apps and also the the latest Sony Op Sys upgrade via WiFi. So far so good..

 

But.. New SIM supplied inserted into phone and keeps saying 'No Service' (tried this a couple of times).

Did the 'turn off auto network choice and selected EE G4 network manually' bit.. But it keeps saying that I "can't connect to that service at this time - try again later"..

 

Can anyone advise, am I missing a step in setup somewhere maybe?

 

Thanks in advance..

 

 

0 Helpful
14 REPLIES 14
AndyStevo
Contributor
Contributor
In response to Leanne_T

‎28-01-2021 08:41 PM

Sorry to be a pain Leanne but both phones (old and new) now just say 'no service' - leaving me with my landline only..

 

I think I'll need to see what the situation is tomorrow morning mobile phone-wise and then maybe call 150 to see if we can unpick this situation further if needs be.

 

Thanks anyway for your thoughts and suggests.. Andy

0 Helpful
Jon_K
Former EE Employee
In response to AndyStevo

‎29-01-2021 07:55 AM

Hi @AndyStevo.

 

Let us know how you get on after speaking to our Customer Care team.

 

Jon

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AndyStevo
Contributor
Contributor
In response to Jon_K

‎29-01-2021 10:09 AM

Will do Jon,

 

Pretty sure I used the correct details for the new SIM registration but both phones (old and new) still show 'no service' at this point. 😒

 

Having to resort to the landline to sort as both mobiles are offline.

 

Thanks, Andy

 

 

0 Helpful
AndyStevo
Contributor
Contributor
In response to AndyStevo

‎30-01-2021 06:25 PM

Ok this scenario was eventually resolved after a fairly lengthy phone conversation with the EE tech support guys in Newcastle (they were really helpful and managed to slowly but surely unpick things).

 

What I thought I'd done: Bought an upgrade deal via the EE website (I've done this once previously ok).

 

What I'd actually done: Bought a new phone thinking all the time it was an upgrade from the website terminology used on the pages.

 

It's not uncommon apparently "you won't be the first and you won't be the last" (to get confused in this way).

 

One phone now has to go back and a replacement upgrade deal is on it's way to me.. A sobering experience and one that I wouldn't like to repeat.. This might be a case for checking the way the EE wesbite sells again if anything and the terminology used. It certainly confused me and I've been working in IT-related area for many years now..

0 Helpful
Christopher_G
EE Community Support Team
In response to AndyStevo

‎31-01-2021 08:49 AM

Glad they managed to help get to the bottom of it, @AndyStevo. Thanks for the update and feedback about the website.

 

Chris

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