Cant use 4G or send text messages despite saying I am connected to EE

[nerysmair]

Hi 

I have the same problem - how did you get your problem solved? 

[bristolian]

Can you explain the issue you have?

Your post has been moved to a new thread and has no context.

[Alex_H]

Hi @nerysmair,

Thanks for visiting the EE Community 🙂

I have added a title to your post to help with your query. Are you still having the issue today? 

Are you trying to use your SIM in a new phone or did it just suddenly stop working in your current phone? 

Alex

[nerysmair]

ok so I have solved the problem with the help of a lovely young lady in EE's tech support - Jess.
This seems to be a common problem for people who have PAY AS YOU GO SIM cards. So if you get your phone stolen and you suspend/restrict your PAYG SIM with EE, when you get your new SIM you need to call EE tech support and get them to CANCEL your monthly pay as you go direct debit and set up a new one. The problem will then disappear and you'll get your life back (as well as the ability to send text messages and use mobile data services). I don't know why EE doesn't tell their staff about this - no one in the shop had any idea and I made THREE phone calls to EE's mobile support before the problem was escalated and resolved - and that was only because Jess had a lightbulb moment - I don't think this is even IN the manual they work from. 

Hope this helps