Replacement phone not linking to the EE network

[Windlestaff]

I lost my phone and ordered a new one. It came with a SIM. It seems that because my old one had been lost or stolen the new SIM should be activated. However 36 hours after it was inserted I have no connection to the network. I can’t phone EE for advice (no other phone) and when I try CHAT I’m told to call. What can I do to wake up the phone function

[Katie_B]

Hello @Windlestaff. 

Thanks for letting us know you have received a SIM. 

Have you tried activating this online?

Katie 🙂

[Windlestaff]

Yes. It says that since my phone was stolen the SIM should activate immediately. I’m not entirely sure but I think it did briefly because I called 150 and got a ringing tone. I was just checking that I could make calls so I stopped before I was answered. 

[Windlestaff]

Katie

the SIM came with a replacement phone. 

[Katie_B]

Hi @Windlestaff. 

What happens when someone calls you?

Does this ring?

Katie.

[Windlestaff]

No. 

[Katie_B]

Thanks for confirming @Windlestaff. 

If you get a ringing tone when you call 150 I would recommend giving us a call off this SIM so our customer care team can access your account to look into this further. 

Katie.

[Windlestaff]

That was a one off. I just get number unobtainable now. 

[Katie_B]

Hi @Windlestaff. 

We have no account access here on the community to look into this further. 

I have sent you a private message for more information. 

Katie.