new contract, no working sim card

[matt-edwards]

hi I've got a rather lengthy and complicated problem I need advice on.

I ordered a sim only contract on the 4th of November, I received my new SIM card with new number on the 8th. I could not add the number to my ee account online I kept getting a "number not recognised" message. I also got "sim not provisioned" message when the sim was inserted in a device.  After many chats with online support and promises it would work after 24, 48 and even 72 hours it never did.

In the end I visited my local store where they tried everything they could to get it working, in the end phone support ordered a new SIM with a different number on the 14th. the new SIM arrived and the new number registered with my account online,  but alas once again "sim not provisioned" message.

Now online chat say there's an issue with the new SIM and that they need to send a replacement! at this stage I'm sceptical a new SIM is going to fix this. 

any advice on my best course of action is much appreciated.

[Chris_B]

@matt-edwards  A sim not provisioned is not a SIM card issue and you do not need a replacement at all.    The sim is not registered on the network correctly.  Have you tried turning off WiFi on the device and then restarting the device?     If you are having a new sim sent out to you then it’s highly lightly that the sim you now have is not going to work anyway as EE would of blocked it.   Are EE sending you out a new sim at present ? 

[matt-edwards]

ee are not sending one as I've asked about getting 1 from in store instead.

here's some of the chat for context.

Mayank: 

I will quickly try to activate the new sim card from my end.

Mayank: 

Matthew, there seems to be an issue with the new sim card you have, can you please share where did you get the sim card from and if it is the EE one?

matthew: it was sent direct from ee online, it is the second sim I have had with this issue
Mayank: 

Are you unable to use your old sim card?

matthew: there was a problem with the first sim card where it said the same thing but the number also couldn't be registered online. I visited an ee store and spoke to customer services on the phone and they decided to send a new SIM to fix it. but I'm still having the same problem
Mayank: I'll be right with you.
Mayank: 

Oh, I am really sorry to know that!

Mayank: 

I can send a new sim card to you which will arrive in 2-3 days, we will compensate you with £10 for the inconvenience.

Mayank: 

I haven't heard from you for a while, are you still there?

matthew: can I pick one up in store?
Mayank: 

Yes, you can.

matthew: will I still have all the discounts on my account?
Mayank: 

Yes, you will. It's just the sim card chnage3.

Mayank: 

change**

[Leanne_T]

Hi there @matt-edwards

Thanks for coming to the community.

What device are you using the SIM card in?

Is this unlocked for any network?

Speak soon, Leanne 🙂

[matt-edwards]

hi I'm trying to use it in a galaxy note 8, it is unlocked as it was bought on virgin mobile, but have used o2 and Vodafone sims in it. I have also tried the sim in an iPhone 7 and iPad mini 3g.

[Leanne_T]

Hi @matt-edwards

Thanks for coming back to me 🙂

Do you get the same error message in the other devices you have tried?

Leanne.

[matt-edwards]

the iPhone and iPad both say no servive

[Leanne_T]

Thanks for confirming @matt-edwards

If the SIM card is displaying no service in multiple devices this does seem like it is faulty.

You should not need a new number for a replacement SIM card if you are going into store to get this replaced.

If you can take with you either a passport or driving license for ID the store will be able to get you a replacement SIM card.

Let me know how you get on.

Thanks, Leanne.

[SR98]

no ,

[Christopher_G]

Hi @SR98

Welcome to the community.

Is there something we can help with?

Chris 🙂