No sim-no service on my phone. Cant ring ee for support. Please help

[Ash1978]

Can somebody from ee please help. Both my wife and me are getting the same no sim-no service message on the top of our screens.  We've tried everything that the tech guy told my wife to do about a week ago, with no joy. My wife's phone hasn't been working for over a week now, and I woke up to the same problem this morning. Your tech guys suggested it was my wife's phone that was faulty. However it works perfectly in every other way, and now my phone is doing the same. I don't think it's likely that both phones are faulty. I cannot make or receive calls so can't get help any other way. I believe the phones want sending in to ee and someone to look at them. My wife had an e sim in her phone. She tried a new physical sim and that didn't work. My phone is also an e sim, that seems to have just vanished.

[Northerner]

Hi @Ash1978 

If you have ordered new Sims any esims will be deactivated becase you can only have one si activated on your account. 

• Are you on EE PAYG or pay monthly contract.
• Are you in the UK.
• Are both phones from EE.

Thanks 

[Ash1978]

No I haven't ordered a new sim for my phone. However my wife got a new physical sim and was still getting exactly the same message no sim-no service on her phone with the new sim activated. So no point trying it with mine. The problem isn't the e sim not working because we switched to a physical sim. It simply says no sim-no service. It's like our phone service just vanished or got switched off overnight

[Ash1978]

We are both on contract pay monthly

[Ash1978]

Yes both phones are from ee and no we can't call as we have no service as stated previously

[bristolian]

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@Ash1978 wrote:

Can somebody from ee please help. Both my wife and me are getting the same no sim-no service message on the top of our screens.  We've tried everything that the tech guy told my wife to do about a week ago

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Can you be more specific on exactly what was tried during this session? No-one other than you & the "tech guy" knows what "everything" was. It may be useful for others wanting to advise.

I'm also a tad unclear what the result of the 2way SIM-swap was. Are you saying that both phones were getting the "no SIM" error regardless of which SIM was inserted? The use of e-SIM does inherently restrict your options here, and it's one of the downsides.

If you have requested a SIM-replacement, then your existing SIMs may well have been deactivated.

[Ash1978]

Well everything is we tried to reset the phone, that didn't work, then we ordered a new physical sim for my wife which was activated when it arrived, still got the no sim no service thing. Tried her sim card in my phone when mine was working, that also didn't work. So here we are a week later my wife's phone still not sorted, and mine just went exactly the same way today. I'm not prepared to try all the things we tried with my wife's phone, when I know it won't work. 

[Schockwave]

@Ash1978 , have you checked here to see if there is a problem with the network where you are:

https://ee.co.uk/help/mobile-coverage-checker

It could rule out that there is a network problem, as that is why the SIM card is not being found.

Are you able to go to an EE high street store? They may be able to take a look for you, as it seems very odd that both have the same problem.

[bristolian]

Even if there's a network outage or loss-of-coverage where you are, this would give different symptoms to a "no SIM" error.

"Emergency calls only", "no service" or just lack of on-screen bars.

Out of interest, is this happening on Android or Apple?

[Ash1978]

Hi. Yeah checked that and there are no network issues. My next stop is the ee shop in town. Thanks for your reply and help.