Phone number disconnected

[Sarah-Nalini]

I have the same problem. But have received no text nor email to say its being disconnected.
my number apparently is disconnected. have been trying to get in touch EE but its leading nowhere!
Frustrating.

[Sarah-Nalini]

sorry but it is not "half the story" and there is nothing further to share besides that the SIM is in the UK and it has been tried for days now to have the SIM register on the network.

If the issue persists I'll need to get in touch with regulating bodies as EE isn't giving the requested support.

[bristolian]

We need to know whether the phone shows coverage - "not registering" implies not, but assumption is a good way to give incorrect advice. You need mobile network coverage to make a call, if that's not present then your symptoms are explained. Get your accountant to try a call to an 0800 number of their choosing, that doesn't require credit and, although it may not necessarily complete the activation, it will prove whether the issue is credit related or not.

[Sarah-Nalini]

1. it has "mobile network coverage".
2. the SIM is in the UK
3. there is credit and it is NOT possible to place a call.

Bristolian, not sure what "symptons" you mean.
How can it be "credit" related when there is enough credit to start with?

[Rach_H]

Hi @Sarah-Nalini,

I'm sorry to hear about the trouble you've been having getting your phone sorted, as this isn't the experience we want any of our customers to have.

I can see @bristolian has been trying to confirm if your SIM is showing a signal, as you had previously said that you weren't sure, given this was being sorted by your accountant. Can I just confirm that the phone now shows a connection to the EE network?

The easiest thing to do at this point may be to give us another call, so we can check that everything has been set up correctly when your line has been reinstated.

Rach

[Sarah-Nalini]

thanks Rach. Please help to understand the logic:
-confirm if your SIM is showing a signal
-just confirm that the phone now shows a connection to the EE network

AGAIN, the SIM isn't registering on the network!

If it was the case:
showing a signal -> connection to the EE network -> registering on the network.  BUT NOT POSSIBLE TO REGISTER ON 

If one of the above would be applicable, I wouldn't be posting in the forum asking for help for days.

The matter has become more thant annoying as EE isn't responding adequetly and therefore an offial complaint has been initiated and will be further escalated.

EE has my alternative telephone number to get in touch with me, or the technical team, which keeps deleting emails without reading them, could respond via email. Nothing has been done by EE to sort out the problem which seems to be a technical issue.

[Ali_A]

Thanks for the information @Sarah-Nalini 

Here are a few steps to work through. 

1- is your accountant testing the SIM card in an Unlocked device? (i.e. a phone that will work with EE SIM card and has not been blacklisted)? 

2- Could your accountant test the SIM card in a different device, in case it's a device related issue? (We're assuming it's not device related, but best to rule it out first)

3- If symptoms persist you will need to contact Customer Service again for the following reasons: 

Either- the SIM card has become faulty at some point and they need to issue you a replacement. Which can only be sent to the registered home address of the SIM card account. 

OR- knowing how important the number is to you, they tried to help reactivate the line and force it out of hibernation, but in reality it had passed the hibernation stage and was already fully cancelled, which is why it hasn't worked. In which case getting it working won't be possible. 
Should this be the case, you could ask about the possibility of taking a new SIM card line and seeing if the old number you had could be transferred onto it.

Please keep us update with how you get on. 

Ali 

[Sarah-Nalini]

thanks for the lengthy response.

it seems a bit to extensive what a customer should do to use their SIM card.
This issue is taking up too much time without EE taking accountability nor any effective effort to solve the problem.
EE received an official complaint with details how to get in contact me with me.

WRONG:
OR- knowing how important the number is to you, they tried to help reactivate the line and force it out of hibernation, when in reality it had passed the hibernation stage and was already fully cancelled.

The matter will be passed on to regulating bodies on Monday, if EE is not getting in touch with me via the provided telephone number in the officially  sent complaint.

Thanks to all who suggested ways how to register the SIM on the network.
Wishing everyone a good weekend!

[Sarah-Nalini]

Hi Bristolian,

so after spenind about 50GBP for postage and calls from abroad to EE my accountant mailed back the SIM.
The following happened.
EE sent out a new SIM (to my accountant) and I sent my "old" SIM to my accountant.
The old SIM wouldn't register on the network although enough credit is available.
I got back in touch with EE and spoke with Dane in the tech department who kinda figured out what happened.
He told me that I need to register the "new" SIM on the network.
-> insctructed my accountant to do so. The "new" SIM registered on the newtork but they couldn't place a call or sent a SMS as there was obviously NO CREDIT on the new SIM and mailed it back to me.
When i log in into my EE account it shows my "old" number and my available credit.
There is no information on the new SIM at all.

Now I have to SIM and none is working.
I need my old number to work and are not amused anymore about the "support" from EE.

The official complaint I sent 23.04.25 to EE has not been acknowledged nor processed.

Intead of calling from abroad EE now again  and spend a fortune on calls I hope I can get some help here.

[Katie_B]

Hello @Sarah-Nalini. 

Thanks for keeping us posted. 

Was the new SIM a replacement SIM or a new SIM with a new number?

In this case you would need a replacement SIM which will still have your number, once activated any Top-Ups made will be available as credit. 

Katie