Problem activating new PAYG SIM (in UK)

[TyraXoS]

Yesterday morning I received a brand new PAYG SIM card from EE, after ordering a £20 PAYG pack online. I have never been with EE before - I am switching from another provider.

The instructions on the letter are:

1. Pop it in

2. Join my EE

3. Pay for your pack

I have inserted the SIM card into my phone, but no network has been recognized ("Your SIM is not provisioned for voice"). I am only allowed to call emergency services. The phone is recognizing my SIM fine as the new phone number is shown in settings. I have a Samsung Galaxy S8 and it is unlocked.

I tried to join EE and set up an account, but it seems I cannot pay for my pack until I have a linked EE mobile number. But when I try to enter my new EE mobile number (which came with the new SIM) I get the message:

"Sorry, you can only associate a number for an EE Consumer or Small Business plan.
If you're having trouble, call 150 from your EE phone."

When I try through the My EE app, I get the error:

"We don't recognise this number, please try again. Still having trouble? Call 150 from your EE phone."

I have tried calling the EE support number 0800 079 8586, but it asks me for my EE number, and when I try to enter the new one, again it says that the number wasn't recognized, so I can't get through.

I should mention that a couple of hours after inserting the SIM, I got an e-mail from EE saying that "Your EE SIM is ready to go". But nothing else changed.

I have restarted my phone multiple times.

It has already been over 24h since I inserted the SIM so any activation should have happened by now.

I am writing here as I don't know where else to turn to. Please help me get my SIM card working, or I will unfortunately have to look into switching to another provider.

[greensiax]

I'm in a similar position, except I get 'No Signal' on the phone. When I go into setting the number shows up, and the provider shows as EE.

[Profile closed · Accepted solution]

Hi @TyraXoS 

Welcome to the EE Community,

If you call freephone 0800 956 3146 a tech advisor will be able to access your account and help you get your sim up & running 🙂

Thanks,

David.

[TyraXoS]

Thank you from the prompt response @Profile closed ! That solved it.

The issue was that because I'm a totally new customer, I had no credit on the new SIM and it was in a suspended state.

I would have thought that the number would still be recognized by EE somehow, for instance when creating an account online. That is what the letter that came with the SIM implied (Pop it in > Join My EE > Pay for your pack). But in fact you need to top up first before you can pay for your pack. Clearly that's where I got confused... 😵

So anyway I spoke with a kind gentleman who topped up my credit over the phone (i.e. another phone!). I then did a reset of the mobile phone and everything is now working. 🎉

Apparently another option is to buy E-vouchers from your store. More here: https://ee.co.uk/help/help-new/billing-usage-and-top-up/topping-up-and-balance/how-can-i-top-up-my-phone

[Profile closed]

@TyraXoS glad your all sorted if you need any further help in the future feel free to visit the community 🙂

[XRaySpeX]

@TyraXoS : You may also use Fast Top Up online with a UK bank card & you don't need to register a thing.. 

[Noreen123]

Keep choosing different option in customer services until you can speak to human and not a machine