Problem activating replacment sim card

[claassenk]

Hi,

I moved to Barcelona, however my phone (including UK sim card) got stolen couple weeks back, I however asked for a replacement sim as my Whatsapp backup is encryped by that phone number, I had it send to a friend of mine, the instructions where to put it in a phone to make sure it got signal and then have someone send a text to my number to activate the sim with an UK mask before sending it off to me in Spain.

The problem is that when entering it in the phone the signal works, however texting or calling to that number doesn't. My friend mentions there is also an activation process, however I believe this should only be for new sims and not for a replacement sim?

Can you please try some test to see if see if you can activate the sim card? It's in the phone of my friend continuously to make sure it works. Or if we need to follow some other steps also let me know.

happy to provide my number

Thanks,

[claassenk]

Never, it hasn't been used yet, we can't sent a chargeable text because that isn't working. This is a replacement sim for the same number as my old one that got stolen couple of weeks ago..

your colleague on the phone advised to simply insert it in a phone to make it have signal and then have a friend of mine send a text to it in order to activate it with UK mask before send it of.

But that last part isn't working, are we missing a step, or anything EE can do remotely to activate it?

[James_B]

Are you in the UK @claassenk?

James

[claassenk]

I am not, please read my initial request it's all in there, I am in Barcelona (Spain), my phone with that sim card got stolen here. But my sim card is send to friend of mine in London, UK. So he should have no problem activating it in the way was instructed.

I personally have a Spanish number now, but I need to have my old number to get my WhatsApp backup back as it's encrypted with my UK number..

[James_B]

Hi @claassenk,

Please get in touch with Customer Care so a member of the team can make sure the new SIM has been activated.

Thanks

James

[claassenk]

I can't call UK numbers with my Spanish Sim hence why I was hoping I could resolve it in here, but I will see if I can call with another phone then

[James_B]

Hi @claassenk,

Sorry, we can't access your account via the EE Community.  You should be able to call Customer Care from any phone.

Thanks

James

[XRaySpeX]

Try calling CS on the Freephone no. in my sig. over Skype. It should be free.