Unable to receive texts

[nnadeem333]

Request to Fix SMS Receiving Issue on My SIM(07*********)

Dear Customer Support,

I hope you are doing well. I am facing an issue with my SIM card. The network signal appears on my phone, but I am not receiving any SMS messages. I am unable to receive any incoming texts.

Kindly look into this issue and help me resolve it as soon as possible. Please let me know if you need any additional information from my side, such as my phone number or SIM details.

Thank you for your assistance.

Best regards,

[Mod edit - removed mobile number. Please do not post personal or account details in the community]

[Peter_W · Accepted solution]

Hey there @nnadeem333.

Welcome to the EE Community 😊

With issues like this, there are usually a few different factors at play that could be influencing things, so it's best we check on a few details. 

If you haven't already, can you please try sending a message to your own number and let us know what happens?

Also does it seem to be all numbers affected, or just certain ones, and do you know if you can still receive calls?

Peter

[nnadeem333]

Thank you very much for your reply. I already sent a message but it did not go through from the number and I do not receive any calls. My other number also receives messages and calls but not this SIM. But I receive SMS only from the EE  company.

Please check my number +44**********

[MOD EDIT : Please don't post personal information on the public forum. Thanks]

[Peter_W]

Thanks @nnadeem333.

Can you describe exactly what happens when you try to send a message or make a call?

Also when you look at the signal bars at the top of your screen, do you see signal and a 4G / 5G connection?

Peter

[bristolian]

There is no access to individual customer accounts on this forum, but there is some common advice with scenarios such as this.

When you say a text message to your own number "did not go through", are you saying it didn't send? Or that your phone says "message sent" but you don't receive it?

Try also sending BALANCE to 150 - does this send? And do you receive a response?

When were you last able to receive text messages?

[nnadeem333]

When I send a message, it says "Failed to send the message".
When I make a call, it goes for a while and then automatically end.
There is no problem with the SIM signal. I have checked. Because the
company's messages are coming and I am not receiving any other messages or
calls, please check whether I will have to top up or the roaming service is
turned off.

[nnadeem333]

When I send a message, it says message not sent and I received the last
message on June 25, 2025.
After that I only received messages from the EE.

[Peter_W]

Thanks @nnadeem333, is this a pay monthly or pay as you go account?

If it's the former I'd definitely try what @bristolian has recommended here. 

Also if you're on pay monthly, can you test to see if mobile data is working?
Peter

[XRaySpeX]

Are you abroad? You mentioned a "roaming service" earlier.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.