New SIM cannot be activated

[BPaddon]

I've recently received an EE SIM after moving away from another provider, however the steps to activate the SIM do not appear to be correct in the support section/emails I've received/letter that came with the SIM card?

I've put the new SIM into my phone, it's come up as EE so it's definitely in the phone correctly, but it has no service, which means I cannot receive the text to activate it, nor can I phone 150 to get through to support *and* the live chat on this website is not available.

I'm trying to activate the 20GB £10 pack and somehow between the many redirects on this website I was able to pay £10 to 'top up' through MyEE as directed by my email, but it's still not working and I'm wondering if I've just thrown money away?

What does EE need me to do to start using their product?

[Leanne_T]

Hi @BPaddon 

Thanks for coming here. 

The SIM card should show signal for you even if not topped up. 

Are you in the UK? 

Is the device unlocked for any network? 

Thanks 🙂

Leanne.

[BPaddon]

Hello,

I'm in the UK, yes and I believe so? I have a Google Pixel 2 XL and I've never heard of it being locked to one network before

Many thanks

Ben

[Leanne_T]

Thanks @BPaddon 

If you manually search for a network does EE show? 

Also, does the Network Status Checker report any problems in your area and show good coverage indoors? 

Leanne.

[BPaddon]

Hi,

It does show, but after choosing EE it loads for a while and says 'Could not connect' and I get a notification saying 'Selected network (23430) unavailable' - then after backing out of manual selection, EE is still down as my mobile network stating I've used 0B out of 2GB

No problems in my area and 4 bars coverage. I also have broadband with EE and that has been working fine

[Christopher_G]

OK, thanks @BPaddon 

I'd recommend speaking to our technical support team so they can check everything from our side for you.

Chris

[BPaddon]

Will the support chat be available soon?

[Jon_K]

Hi @BPaddon 

Our live chat teams open at 8am 🙂

Jon

[BPaddon]

When I try to access the support chat I get the message:

"Messaging is currently unavailable. We apologise for any inconvenience caused."

It's been like that for a few days now, is there an expected date for it to become available again?

[BlairEE1]

How do I start a chat?