Sim card not activated after 24+ hours

[_EE_]

Hi there

I bought a new sim and at the time of ordering I entered my PAC to migrate my number from Virgin. My sim arrived yesterday but still hasn't activated yet, it says 'Emergency calls only'. My old sim is still working so far.

I've restarted my phone multiple times, have tried the new SIM in other phones etc but no joy. Currently my new EE sim is in a Huawei P30 Pro and my old sim is in a Xiaomi Note 9s if that makes any difference.

Is there anything I can do to speed things up? Don't want my old SIM to be deactivated and end up with no service over the weekend if I can help it.

Thanks for any help!

[Leanne_T]

Hi there @_EE_

Thanks for coming to the community.

The SIM should be activated for you and have signal, where did you purchase the SIM?

Is the SIM card being used in an EE or unlocked phone?

Speak soon 🙂

Leanne.

[_EE_]

Thanks for getting back to me so quickly! I purchased the sim straight from the EE website. The phone is unlocked to any network. I've tried it in a few phones though and haven't gotten a signal in any of them.

If I go to my phones settings it recognises the SIM card (it says EE and the SIM cards original phone # [not the one I'm getting ported over]) but I can't do anything with it.

[Leanne_T]

No problem @_EE_

If this is not working in any phone we will need to get this looked into for you, please get in touch with our Mobile Care team, they will be able to check your account and help you with the SIM card 🙂

Thanks.

Leanne.

[_EE_]

Thanks for getting back to me again!

I was having a lot of trouble getting through as neither the temporary SIM number nor the number I'm porting over were being recognised. Managed to get through though and they were very helpful on the phone, they said the account hadn't been set up right when I ordered but my SIM is activated now with the temporary number. Hopefully my old number will be ported over soon 🤞

Having another issue though, I have an old EE account that's working fine to post here etc but I can't seem to add my new account to it. I can edit/view my personal details etc but if I try to do anything else it says "LOGIN ERROR - What happened? Sorry, we were unable to complete your request right now. Please try again later."

Is there any way to get around that? I've reset my password etc but that hasn't helped.

[Leanne_T]

Hi @_EE_

Thanks for coming back to me and letting me know, glad this has been sorted for you.

If you have an old My EE account registered, this would need to be removed by our Mobile Care team on 150, you will then be able to set up your new account.

If you can give the team another call and ask them to reset your My EE account and they can also let you know when the number transfer will happen as well 🙂

Thanks.

Leanne.