Phone/sim issues

[Allan_McLeod]

I'm having issues with my phone. My phone has spontaneously restarted itself 4 times today. It only detects my SIM intermittently. It'll stop detecting it and re-find it multiple times a minute.

I've tried switching airplane mode on/off, switching the phone on and off, cleaning the sim, resetting the phone; still having issues.

Thoughts and suggestions please?

[Northerner]

Hi @Allan_McLeod 

What device? 

Try backing up and factory resetting your device.

Thanks 

[JamesCo]

Hi @Allan_McLeod 
I have the same issue.  Started at around 6PM last night.
It'll stop detecting the EE network and try to reconnect multiple times a minute.
Then after a couple of minutes it complains about com.android.phone and reboots before prompting a factory reset / try again.  (It won't stay up long enough for me to call 150.)

Phone is a Motorola G24 and up to date with software.  (What brand is your phone?)
Troubleshooting: 
Trying the same SIM in an identical (spare) phone and it does exactly the same thing, making it unusable. 
Testing with an O2 SIM in either phone is fine.  No problems: boots and works as normal.
I have also tried clearing cache / storage and resetting Phone Services etc.

I don't think the phone needs a factory reset to resolve at this point because it is fine with another carrier.  The next thing I could try is another EE SIM but I don't have one available.

Has anyone else had these issues today?  

Thanks

[Mousa21]

Very similar issue here.  Motorola G73.  EE advised it will be a hardware issue, and the phone might need to go back to Motorola for repair???  Seems it's not just me affected today.  My one is showing under "Sim Preferences" to be flicking between 3 things which are My own mobile number, another random mobile number, and "Empty Sim Slot".  This is happening within 2-3 seconds each time.  I tried googling the random other phone number and nothing came up, so I tried phoning it from a landline and it said the number is not recognised.

Anyone found a solution?  I am wary of resets as I have loads of photos I'll need to properly back up first.  I have disabled the sim for now.

[Allan_McLeod]

Hi all, I borrowed a friends phone and spoke to someone at their helpline. They went through a bunch of troubleshooting solutions before including it was a handset issue. They transferred my call to Motorola's helpline who basically said they were having lots of  issues with EE at the moment and it was a service provider issue. I called EE back and explained what Motorola said, they tried the same stuff again before escalating to someone higher who explained that Motorola and EE weren't interacting properly and they didn't know why but they'd try to keep me updated by email. 

[Allan_McLeod]

Hi all, I borrowed a friends phone and spoke to someone at their helpline. They went through a bunch of troubleshooting solutions before including it was a handset issue. They transferred my call to Motorola's helpline who basically said they were having lots of  issues with EE at the moment and it was a service provider issue. I called EE back and explained what Motorola said, they tried the same stuff again before escalating to someone higher who explained that Motorola and EE weren't interacting properly and they didn't know why but they'd try to keep me updated by email. 

[Mousa21]

Sounds like they are hopefully on the case.  Well done Allan for going back to them.  I definitely felt a bit fobbed off by them being told it was definitely a hardware issue.  It would be great if you could let others know what they say when they get a fix sorted, which will hopefully be quickly.

[Mousa21]

Switched my SIM back on just now and it's working.  Weirdly it is showing the random number in SIM preferences instead of my own number, but when I call my number from a landline it seems to work.  When I call the other number it still says that number is not recognised.  Not sure what that's about.

[Mousa21]

Did yours start working again after a day or so as well?

[Leanne_T]

Hi @Mousa21 

Thanks for coming back to the community. 

Is this still happening since you last posted? Are you receiving calls and texts to your number? 

Thanks. 

Leanne.