Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

This page is no longer active

close

   

For up-to-date information and comments, search the EE Community or start a new topic.

SIM card not working

Flaviu1234
Investigator
Investigator

‎19-04-2021 09:35 AM

My SIM card is not working anymore and I can't find a reason why. I can't find anyone from EE to help me with some info. Not emails not nothing. When I try to add any pack from the website it says only : try again later.

0 Helpful
13 REPLIES 13
bristolian
EE Community Star
EE Community Star

‎19-04-2021 11:16 AM

Hello @Flaviu1234 

 

Is your SIM a PAYG one, or a pay-monthly?

 

You've referred to packs, so I would assume PAYG - have you not used the SIM for a while, it could have been hibernated due to non-usage. If that is the case, you can read about the policy on this EE help page 

0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎19-04-2021 12:31 PM

@Flaviu1234 : Sounds like it has gone into hibernation.

 

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

 

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Flaviu1234
Investigator
Investigator
In response to XRaySpeX

‎19-04-2021 03:08 PM

I tried calling the number of customer service at EE all day but it says it is not in use. Is there any other way to get in touch with them ?

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Flaviu1234

‎19-04-2021 03:37 PM - edited ‎19-04-2021 03:38 PM

Hi @Flaviu1234,

 

Welcome to the EE Community. 🙂

 

When was the last time you used your SIM?

 

Which number are you trying to call?

 

You can find contact numbers for Customer Care at ee.co.uk/help/help-new/get-in-touch.

 

James

0 Helpful
Flaviu1234
Investigator
Investigator
In response to James_B

‎19-04-2021 04:58 PM

From there I took the number. This number : +44 800 079 8586

 

Well, I used my SIM monthly, but just receiving calls, not making calls. But the SIM was used I would say

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Flaviu1234

‎19-04-2021 05:07 PM

Hi @Flaviu1234,

 

Is the SIM card that isn't working on a pay monthly or pay as you go plan?

 

James

0 Helpful
Flaviu1234
Investigator
Investigator
In response to James_B

‎19-04-2021 05:09 PM

Pay as you go

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Flaviu1234

‎19-04-2021 05:14 PM

Hi @Flaviu1234,

 

When was your SIM last used for a chargeable activity? 

 

Chargeable activities include:

 

  • Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data that is not within your pack or add-on.
  • Topping up your account.
  • Buying a pack or an add-on.

James

 

0 Helpful
Flaviu1234
Investigator
Investigator
In response to James_B

‎19-04-2021 05:16 PM

Around September or smth like that. Why ?

0 Helpful