No phone service

SophiaA
Visitor

I have been having issues with my phone service for a few weeks now. I realised a few days ago that I have no service when I am not at home. At home I am connected to my wifi but out of the house nothing works. I tried to change my sim to an E sim and now I don have any service at home either. II cant contact EE as I dont have another phone I can call from and there is no chat feature. I  have no idea what to do. 

1 SOLUTION

Accepted Solutions
bristolian
EE Community Star
EE Community Star

WiFi is just a connection between a mobile device and broadband router, that has nothing to do with any mobile network - but your SIM is required in order to connect to EE's WiFi-calling service.

Over how wide a geographical area were you not getting any service? And when did your phone last have mobile coverage outside your home?

Changing your SIM is not necessarily a fix for a loss of coverage, and has certainly made things worse now! Do you have any friends or relatives locally, who you could compare service with? And also use for a 2way SIM-swap?

If all else fails, you will either need to borrow a phone to contact EE-CS, use the live chat facility within the myEE app, or ideally I suspect... visit an EE retail store with valid photographic-ID in order to get a replacement physical SIM face-to-face. You can then troubleshoot any potential coverage issues, separately.

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1 REPLY 1
bristolian
EE Community Star
EE Community Star

WiFi is just a connection between a mobile device and broadband router, that has nothing to do with any mobile network - but your SIM is required in order to connect to EE's WiFi-calling service.

Over how wide a geographical area were you not getting any service? And when did your phone last have mobile coverage outside your home?

Changing your SIM is not necessarily a fix for a loss of coverage, and has certainly made things worse now! Do you have any friends or relatives locally, who you could compare service with? And also use for a 2way SIM-swap?

If all else fails, you will either need to borrow a phone to contact EE-CS, use the live chat facility within the myEE app, or ideally I suspect... visit an EE retail store with valid photographic-ID in order to get a replacement physical SIM face-to-face. You can then troubleshoot any potential coverage issues, separately.