Difficulty receiving text messages

[Stephen_22]

"I am experiencing difficulties receiving text messages on my EE eSIM. I can make and receive calls, but unfortunately, I am unable to receive text messages. Initially, everything was working fine—I could send and receive text messages—but after about 24 hours, it stopped. Now, I can no longer receive text messages. This is particularly challenging because I need to receive security codes via SMS for various setups on my new phone. Please help!"

[Peter_W]

Thanks @Stephen_22, what model of phone are you using here?

Peter

[Stephen_22]

It's a new phone.  

Samsung S25 ultra 

[Alex_H]

@Stephen_22 Have you moved from an iPhone to the Samsung S25 Ultra, or was it another android? 

Has the phone been restarted since the issue began? 

Alex

[Stephen_22]

Another Android. No , the phone has not been restricted. 

[Alex_H]

@Stephen_22 Thanks for confirming, though just to clarify my last message was asking about it being restarted, i.e. turning off and on, just to make sure that step has been done.

You can try quickly logging off and back on the EE network to see if this helps to resolve your issue. 

To do so go to Settings> Connections> Mobile networks> Network operators> Turn off automatic> Tap to join a network other than EE. Leave it disconnected from EE for a couple of mins then turn it back to automatic to re-join EE and test a text.

If you still have the previous phone, try popping the SIM in and test that the texts work ok in that one to help rule out any SIM/account issues as the cause. 

Alex

[Stephen_22]

Yes. I have restarted the phone several times. I have also logged off and backroom EE network following the steps you provided but it's not working yet.

I still have my previous phone but the sim i am using now is an E-sim . So I can't  popp it in .

[Ali_A]

@Stephen_22 

Thanks for trying. 

At this stage you'll need to contact Customer Service on 150 where the technical team can refresh your connection, or raise a ticket to investigate why your SMS are not coming through and have this fixed for you. 

Ali 

[Stephen_22]

I have done that but its directing me to use the link sent on via SMS on phone.  Unfortunately I can't receive any text messages.  The issue i want to complain. 

[Ali_A]

@Stephen_22 

When you call 150, you can press option 2 as the first selection and it will go through traditional IVR rather than the visual text message menu. 

Ali 

[Stephen_22]

That's the option I choose but is not directing me to speak with any of the customer rep

Please can you outline the steps for me 

Thank you