Unable to make calls

[MartineWylam]

Hi there. I have the same issue. My phone won't let me make any calls, not even to 222 or 150

It keeps telling me I have dialled the wrong number

I have not

My son managed to call me, but your customer service did not manage to call me back (I used

another phone to call them). 

The only solution I was given was: "buy another phone"

Is it really my phone that's the issue? 

The phone worked fine until today. I haven't done anything to it

[Katie_B]

Hi @MartineWylam. 

Thanks for coming here. 

Have you been able to test your SIM in another device?

Katie

[MartineWylam]

Yes, Katie, I have. The very same happened

I had an EE technician on the phone who's advised I change my SIM card

So I have ordered one. 

However, I can text and receive texts

It's just calling that's impossible.

Could it still be my SIM CARD? 

[Katie_B]

Hi @MartineWylam. 

If the same happened when you put your SIM into another device, this indicates possibly an issue with the SIM rather than your phone. 

Would you please update me when you receive your new SIM?

Katie

[MartineWylam]

Yes of course. It will take a few days though

what I find odd is the fact that it's not just that I cannot make a phone call, but that the error message tells me I dialled

the wrong number. Why would this be a SIM issue if I get this type of error message? 

[Katie_B]

If I'm honest, I'm not to sure what could be causing this @MartineWylam. 

I'd absolutely recommend trying a replacement SIM and this will rule out any issues with the current SIM. 

Should you need your SIM earlier, you can also pop by your local EE Store with photo ID and get one over the counter. 

Katie

[MartineWylam]

I have a mobility impairment 

But I should receive the SIM within a few days, hopefully

What happens if this does not sort the problem out? 

[Katie_B]

Yes, it should absolutely be with you soon @MartineWylam. 

If this does not sort the problem then this will need escalated and a ticket raised by technical support. 

Katie 🙂

[MartineWylam]

Hi Katie

I had a friend call me on the mobile in question. The message she got was "this number is no longer in service" or something like that. Does this sound like it could really be my SIM card? It sounds more like EE has disconnected my line. Please advise urgently as I cannot go on without a phone and I don't want to cancel my contract with you guys, but will have to if this is not sorted our quickly

[Katie_B]

Hello @MartineWylam. 

Our customer care team should be able to see if your account is closed. 

If you would like this confirmed, I'd recommend getting back it touch. 

I would love to be able to check this for you, however, I have no account access here on the community. 

Katie