No service after a year

[mullet1]

Hi,

I've been struggling with "No Service" most of the time for the last 2 weeks. I have an S22 Pro with up-to-date OS. My SIM card/contract was changed about a year ago, but I've been successfully connected to EE with this phone for several years, until a couple of weeks ago. Now, I get no service at home and very rarely get service when out and about. Essentially it's unusable as a phone.

I did have 2 SIMs (inserted a 2nd one in March) and I disabled the 2nd roughly in line with when the service stopped working reliably a couple of weeks ago. I don't know if it's related, but included here in case it gives any hints. I've now removed the 2nd SIM and rebooted the phone, so it's just the EE SIM. The SIM is recognised and it's selected for WiFi, but I can't select it for calls.

As I have no service, and no other phone, I don't seem to be able to get support from EE (at least, I haven't found a web support option yet)

Does anyone have any ideas on how to proceed, please?

Thanks

[Northerner]

Hi @mullet1 

It sounds like your duel SIM set-up is not correct.

Are you on EE PAYG or pay monthly contract. 

Are you in the UK.

Thanks 

[mullet1]

Update: I got through to the chat help via the app - powered by AI (Genuine Stupidity). It can't help and merely suggests that I call, which I can't do, so there's no help available from EE. It's quite happy to help me cancel my contract though. I don't really see the point in paying for a premium service from EE, when it's now got rid of its USP and the one reason I was happy to pay a premium - the good customer service aspect. I guess I'll be switching to another provider

[mullet1]

Thanks for the reply. It didn't show even with a page refresh, until I submitted my last message

It's not set to dual SIM anymore - SIM Manager shows a single SIM in the number 2 slot, and the mobile number is displayed. Mobile data is set to SIM 2, Messages and Calls are also set to SIM 2, but greyed out a little. Once I removed the holiday SIM from SIM 1, it detected that removal automatically, although I'd already set it to route everything through the EE (SIM 2) once I returned from holiday, and that had been working fine - I could make and receive calls, get sat nav, data, etc for a number of months before it started failing.

[Christopher_G · Accepted solution]

Hi @mullet1 

You need to speak with our Customer Service team by calling from another phone. If you're able to get into an EE Store, they'll be able to take a look at it in store and help you try and get fully connected.

Chris