Sim 1 Not Allowed - New phone

[danitagen]

I bought a new phone with dual SIM card, I'm in Germany so SIM 2 is a German one. Everything was working fine until this morning. 
Now I have no access to the UK (SIM 1) number anymore and the Android message is: 

Sim 1 Not Allowed

Thanks

[Chris_B]

@danitagen   Where did you get this device from ?  And what device is it ? 

[danitagen]

I bought it in a shop in Germany - cybershop.de

It's a Samsung A41

[Christopher_G]

Hi @danitagen.

How long has it been working OK for? 

Chris

[danitagen]

Since the 15th October, all fine until yesterday.

[Christopher_G]

I'd recommend speaking to our Mobile Care team, @danitagen.

You can find our contact information, including an international number, on the get in touch help page.

They'll be able to make sure everything is set up fully from our side.

Let us know what happens.

Chris

[danitagen]

Thank you but I kind of knew this was the case, the problem is if I can't have access to my phone I can't make a call without paying for an international call and customer care are not well-known for answering quickly and I can't see a way to have an online chat - that's why I came here.

I'm stuck in the limbo of "customer care"!

[Christopher_G]

You could try the live chat link on the get in touch help page, @danitagen.

It's under the 'let's chat' section.

Chris

[danitagen]

There's no LIVE chat available on either of my browsers
I'm inserting the screenshot of what I see. I chose LIVE CHAT but it's empty

[Christopher_G]

That's weird, I've tested it and it's working for me, @danitagen.

Could you try logging into your My EE account and browse through our help pages? You should get a pop up to chat.

Thanks

Chris