SIM not provisioned for voice

[hlau03]

Hey all, I am a pay as you go user, and have been using the same SIM for a while now (for at least a year now). It was working normally right until last Friday (I even topped up last Tuesday) until I see this error message on my phone. 

I am not able to contact the customer service number as the phone won't allow me to (unfortunately this is the only phone I have), and I couldn't use the online chat as they couldn't assists with pay as you go user. 

This is a bit of an issue for me as I need to receive SMS verification code to access my work items from my employer company. 

Any help would be appreciated!

[bristolian]

Hello @hlau03 

There's a few possible issues here, firstly is your phone displaying signal bars? If not, it would be worth checking the network status checker for any reported problems in your area.

What is also possible, is that your SIM may have gone into hibernation depending when you last used it for a chargeable action - you've mentioned topping up last week which should have triggered it.

There is no account access on this public forum, so I can only suggest you call EE C/S from another working phone - 0800 0798586 is a free call from any UK phone.

[hlau03]

Hey @bristolian thanks for the quick response!

The signal bars are there and I've already checked the network status checker. It states that there are no known problems at my area. 

Looks like I have to figure out how to borrow a phone from someone else to contact the number you've shared. Appreciates the help though! Thanks.

[hlau03]

So I tried calling on the number provided on 08000798586 and selected 1st option provided (Mobile). When the automated system asked me to enter my phone number and press the # key once finished, it says that my number wasn't recognise and maybe from another service provider. Tried multiple times and still the same. I'm totally stuck here...

Note: I tried accessing 'My EE Mobile' and it redirects me to a Register page to add the number for my mobile device. When I hit 'Confirm Number' after entering my mobile number, it says "Sorry, you can only associate a number for an EE Consumer or Small Business plan."

[Katie_B]

Hello @hlau03. 

Thanks for letting us know. 

Can you confirm when you last used the SIM for any chargeable activity?

Katie.

[hlau03]

Hey @Katie_B, the last time I made a top up was on Tuesday 20th October at around 7 am. 

[Katie_B]

Thanks for confirming @hlau03. 

Before Tuesday did your SIM work OK?

Katie 🙂

[hlau03]

Yup, everything was working fine before that. Even after topping up it was still working as usual until I got the reported issue on Friday.

[Katie_B · Accepted solution]

When you have a moment please check your private messages @hlau03. 

Katie.

[hlau03]

Done, looking forward to hear from you soon!

Thanks again.