SIM card not working

[GlenInRwanda]

I work overseas but keep my UK SIM for when I return home and to receive One Time Passwords from UK banks etc. The SIM has suddenly stopped receiving messages and says it's not registered but it's still showing up on my phone. Bill has been paid and I've tried accessing 2 banks so it's definitely the SIM that's the problem and not the online bank. Any ideas?

And why doesn't EE have web chat or a better way of getting help?

Thank you.

[Leanne_T]

Hi @GlenInRwanda 

Thanks for coming here. 

How long ago did you last use the SIM card in the UK? 

Does the SIM work in any other phone? 

Leanne 🙂

[GlenInRwanda]

I used it in the UK in January but it was working here last month. It doesn't work in my other phone either but the phone does recognise the SIM  card.

[Leanne_T]

Thanks @GlenInRwanda 

Have you made any account changes recently? 

Leanne.

[GlenInRwanda]

None at all.

[Leanne_T]

Thanks @GlenInRwanda 

It sounds like the SIM may have developed a fault and need replaced. Are you abroad at the moment? 

Leanne.

[GlenInRwanda]

Yes and I won't be back in the UK until Christmas.

[Leanne_T]

Hi @GlenInRwanda 

You can try contacting our mobile care team, they will make sure everything on the account is still active for you. If so, you would need a replacement SIM sent to the registered UK address. 

Leanne.

[GlenInRwanda]

Hi Leanne,

Thanks for this but it's really not very helpful.  I will cancel my EE direct debit as there's no point in paying for a service I can't use.

Thanks,

Glen.

[Christopher_G]

I'm sorry to hear that, @GlenInRwanda. Is there anyone at home who it can be sent to so they can forward it on to you?

Just to let you know, cancelling the Direct Debit won't cancel the plan itself. If you're looking to cancel, you'll need to speak to our Mobile Care team. I've seen other users in similar situations use a VoIP service, such as Skype to contact us.

Chris