SIM has initiated Call Forwarding that cannot be turned off on phone

[Matriarch]

I have recently bought a very basic Artfone for my elderly Mother on a PAYG EE network SIM. With no known reason the phone has ceased to make calls or send texts. The calls immediately state that Call Forwarding is on. Call Forwarding has not been set on the phone and cannot be turned off on the phone - an "Incomplete" notification is given. The forwarding number is given as 4479731022. Setting the phone back to factory settings has no effect.

I have spoken with the Artfone seller and they have said this is an EE setting. Please help as this is literally a lifeline for my Mother.

[Katie_B]

Good morning @Matriarch. 

Welcome to the community. 

Please could you confirm if you have tried the SIM in another device to see if the issue continues?

If it does, are you able to switch call forwarding off from the other device/

Katie

[Matriarch · Accepted solution]

Thank you Katie,

I have just had a response from RWG Mobile Support as follows:

Your SIM was in a restricted state.

You must make an outbound call or text in any 90-day period for your SIM to remain active. If you don't do this, the SIM will enter a restricted state which means you will only be able to receive inbound calls and texts. If this happens you can contact our customer service team to reactivate the SIM.

We have reactivated the SIM for you.

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It is now working. Excellent and quick response from RWG.

[Leanne_T]

Thanks for letting us know @Matriarch 

Leanne 🙂