New mobile not receiving calls or able to send messages

[Blandenm]

My daughter has received her new phone today its on my contract its not receiving calls or sending them we think it is the SIM not working 

[Leanne_T]

Hi @Blandenm

Thanks for coming back to the community 🙂

Is this a new contract or an upgrade? 

Can she make calls?

Speak soon 🙂

Leanne.

[Blandenm]

We have just upgraded but she is on my account but I am at work my husband took her to our local EE store but they wouldn't help because I am the account holder and wasn't there she cant make calls the shop suggested it might be the SIM but couldn't help as I explained I wanst there

[Leanne_T]

Hi @Blandenm

Is she using the old SIM card or the new one? 

If this is the new one, this would need to be registered by the account holder for this to work. 

If the old SIM card fits, she can use this with the new phone. 

Thanks.

Leanne.

[Blandenm]

Think she is using the new one how do I register it?

[Leanne_T]

Hi @Blandenm

To register this follow Activate your SIM (ee.co.uk), you will need a PIN code which will be sent to the old SIM card. 

Or, please call us on 150 with the SIM card number you want to register. 

Leanne.

[Blandenm]

apologies she is using the old SIM but its not working 

[Leanne_T]

Thanks @Blandenm

Has she tried the new one just to see if this works? 

If not, does the old SIM card work in the old phone? 

Leanne.

[Blandenm]

and she didn't get a new SIM according to my husband

[Leanne_T]

No problem @Blandenm

Does the SIM card work in her old phone? 

Leanne.