No network

Zzboom
Investigator
Investigator

‎04-05-2021 10:03 PM

New phone with new SIM arrived. Went to upgrade which stopped my old phone, but no sign of new phone working! Stuck in loop where all solutions suggest calling 150! If I could we wouldn't have a problem

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7 REPLIES 7
wardi
Star Contributor
Star Contributor

‎04-05-2021 10:09 PM

How long have you had the new sim?  In my experience new sims usually take a few hours to register.

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Zzboom
Investigator
Investigator
In response to wardi

‎04-05-2021 10:14 PM

2 days 

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Christopher_B
EE Employee
In response to Zzboom

‎05-05-2021 08:07 AM

Hi @Zzboom

 

Thanks for coming to the community about this 😊

 

I hope you're well and having a nice day. 

 

When you upgrade your original SIM shouldn't stop working until your new one is activated. 

 

So I can work out what's going on could you please answer the below questions for me:

 

Have you registered your new SIM card via your My EE account? 

 

What make and model phone have you upgraded to?

 

Finally, could I just check why you were sent a new SIM with your upgrade, did your old one have issues or would it not have fit in your new phone? 

 

Thanks.

 

Chris. 

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Zzboom
Investigator
Investigator
In response to Christopher_B

‎05-05-2021 11:43 AM

Hello. Thanks for this.

I received the new SIM with the phone. It is not clear if I needed to register it or not. Regrettable using the link on the text message I was sent.

Nothing happened and now when I have my old Sim in my old phone I get voice not activated. And for either SIM in either phone I have no network available. 

My number is registered to my account and I can see my bill!

All links for SIM say they will send a code to my number, a number I cannot use.

 

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Christopher_B
EE Employee
In response to Zzboom

‎05-05-2021 12:10 PM

Thanks for that information @Zzboom it really helps.  

 

Can I just check, since putting the new SIM in have you turned the phone off and back on. This can often push though network updates and kick start things.   

 

And as simple as it sounds, is the sim in the phone correctly? You would be amazed how often this happens.  

 

Thanks.  

 

Chris.

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Zzboom
Investigator
Investigator
In response to Christopher_B

‎05-05-2021 12:53 PM

Yes. Turned off and on several times.

Assuming SIM faces the same way as the memory card the this is inserted correctly as can read off the memory card.

Thank you for your help so far.

 

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Christopher_B
EE Employee
In response to Zzboom

‎05-05-2021 01:07 PM

Thanks @Zzboom

 

I've sent you a private message about this.

 

Thanks

 

Chris

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