Help me!

[AndyCardiff]

I’m at the end of my patience threshold. I can’t make or receive calls whatsoever, I can’t get into my nearest branch, I can’t use my phone for the tickets I have stored on it, I can’t pay for anything using my phone, there is no SIM card showing on my phone.

[AndyCardiff]

I have been on the phone every day for the past 5 days and have spent hours trying to sort this out. All I did was recontract and first I lost my WiFi connection and, when that was fixed I lost my phone connection. It’s beyond frustrating that I’m spending so much time trying to get this fixed when it was just a simple recontract 

[bristolian]

Can you access the menu system on your phone? Can you use whatever apps you might have installed?

Does the phone show network coverage?

[AndyCardiff]

The phone works fine on WiFi and I can use all the apps. I can receive calls through WhatsApp but not sure if I can make any. When I looked in the settings menu it says there is no SIM but I have a SIM in the phone. This means I can’t use my phone away from my flat so I can’t use my bus ticket app or my season ticket for the football 

[AndyCardiff]

There’s no network coverage for anything other than WiFi 

[Chris_B]

@AndyCardiff  If you have a physical Simon the device and the device says there is no sim in it you might need to reset a replacement SIM card as it could be faulty.    Without a working phone you need to go to a EE store with in date photo ID to register a replacement sim.    But can you try that sim in a different device ? 

[AndyCardiff]

Thanks for getting back to me, Chris. It looks like I’m going to have to go into a shop but my bus ticket is on my phone and I can’t use it outside my flat. I’m very annoyed that I have to go into a shop for a new SIM because, up until yesterday, the SIM was working fine. It’s only since the new WiFi contract was put in place that my phone SIM isn’t showing as being in the phone. I’m in between jobs right now so spending £10 on bus fares to sort out issues that shouldn’t have happened is something I feel very, very unhappy about because every penny matters to me now. It’s one shambles after another at the moment 

[Peter_W · Accepted solution]

Welcome to the Community, @AndyCardiff.

I totally appreciate this puts you in a really tough position, and I definitely want to be sure we've looked at every option we can here. 

If you're able to test your SIM in another phone like @Chris_B mentioned I'd definitely recommend this, as it'll help us identify if the issue is SIM or device based. 

I'd also recommend calling from another phone if possible too, as that way our team will be able to cross check all the SIMs and numbers on your phone, and ensure you're using the right one. They are also able to send pre-activated SIM replacements via post, too.

If the above isn't possible, then the store is likely going to be your best  bet here, but I wanted to be sure all your options were clear.

Peter

[AndyCardiff]

Thank you, Peter. I have no other phone to try unfortunately. I cannot afford to wait for the up to 3/4 working days for a new SIM by post. This really has been shocking service by a company that I have never had any bad experiences with before. I also have underlying health issues of epilepsy and diabetes so a phone is vital to me. The fact that two advisors who previously said that I shouldn’t hesitate to get back to them haven’t responded to my emails this morning make this even worse. I want tomorrow to be the last day I have to spend any time on this as it will be the sixth day I have spent trying to sort this out. I’m sure you’ll agree, that’s terrible service by anyone’s standards 

[Peter_W]

I really see where you're coming from here, @AndyCardiff.

Whilst I can't say for sure myself what has happened with your SIM, anything related to these can be quite complicated. 

SIM replacements pose quite a bit of fraud risk, and we want to make sure we're doing everything we can to protect customers.

That's the reason why we insist on either deliveries to the registered address on the account, or in-store replacements with the relevant ID proofs. 

There's not any exemption that can be made to this process, but I do apologise for the tough position this has put you in. 

Please keep us posted on how you get on,

Peter