SIm wont activate even with new sim

[thedirectmatt]

So about three months ago I lost my phone. I have been sent a new sim which didnt activate, so EE sent another one ... that also doesnt activate, its on a normal android phone, we can see the network but its not recieving,sending or taking calls etc. 

My sister took the phone into EE for me to try sort it out as I am out of the country, and they wouldnt even try to help her even though I was on the line with all my securty quesitons they needed..... This is very frustrating as I have been paying for this for three months and still dont have a sim that works. I have called EE several times and they just dont seem to give a damn. 

Anyone with any suggestions, or is their a EE rep who cares enough to sort this out with me. Please dont just put the sim in and follow the instructions. We have several times.

[Christopher_B]

Hi @thedirectmatt

I hope you're well and having a nice time abroad, other than this issue of course. Where about are you? 

Can I just check, when the SIM has been sent out, has your sister activated it in the UK, or are you trying to do it after it's been sent to you?

Thanks

Chris 

[thedirectmatt]

Hi Chris

Thanks for replying, the sim was sent out about a month ago to my sister, I
am In Portugal at the moment on a film set and cant get out to UK anytime
soon. She did try it the minute she got it, she followed the instructions,
but although it sees the EE network it doesn't seem to work. Is there any
way I can give her some kind of security clearance or something so that I
don't have to physically be there?

--
MATTHEW ESTERHUIZEN
Director/Visual Effects Supervisor
Matt Made Films Itd
https://www.linkedin.com/in/matthewesterhuizen?trk=hp-identity-name
https://www.imdb.com/name/nm1663207/?ref_=pro_nm_visitcons
www.mattmadefilms.com
Mobile : [mod edit: please do not post personal information such as phone numbers on the public board. Thanks!]

[bristolian]

Hi @thedirectmatt 

Firstly a bit of forum advice - I'm guessing you've replied to your post using an email method, and that's included your auto-signature with all your contact details. The site mods will hopefully delete these shortly, but you have therefore posted all your contact details on a public internet forum which is an open invitation to spammers and suchlike.

In terms of advice for your SIM situation, are you on PAYG or pay-monthly?

And can you clarify whether the replacement SIM was used on EE's UK network before being sent abroad? That's the only requirement that will be sufficient to allow it work abroad.

[thedirectmatt]

HI Bristolian

and thanks for replying, yes didnt realise it would take my email info etc. eeek!

Well the plan I am on is a 

 Plan

SIM Plan 100GB £30

so per month sim only plan .

The sim has always been used in UK and is currently in the uk now too so not sure why it just wont activate.

[Leanne_T]

Hi @thedirectmatt

Thanks for coming to the community. 

Have you called our Mobile Care team to register the replacement SIM card? 

If so, what happens when you call the number or try and make a call?

Thanks 🙂

Leanne.

[thedirectmatt]

Hi Leanne

Thanks for joining, I dont have a direct number to the team and have called a few numbers but everytime I get there I cant seem to find the choice that helps me with this issue? 

Do you have a overseas number I can call too as I am currently in Portugal . 

I did try this +44 7953966250 but not sure which option to go with

[Christopher_B]

HI @thedirectmatt

That is the the best number to call, you just need to select the option for technical support.

Please give that a go and let me know if you're able to speak to someone.

Thanks 

Chris

[thedirectmatt]

Hi Chris and all for the help, 

So eventually I went to the Tech option, I managed to get the serial number for the sim and then answered a few questions and the activated it. Why I couldnt do this over the phone to someone in the EE store when my sister went it is beyond me. But all and all , it seems to be working so thanks for the help on this forum>)