Sim not provisioned

[Razorraidon]

I have sim that i put credit on, but it keeps saying sim not provisioned. 

[Razorraidon]

I've tried to call ee, but I'm being given the option to talk to a person about this problem. 

[Northerner]

Hi @Razorraidon 

• Is this an old or new PAYG SIM. 
• Are you in the UK.

Thanks 

[Razorraidon]

I think it's an old sim, it's got a number assigned to it, when it's the phone. If it's dead, why was i allowed to put credit on it. Yes I'm in the UK. 

[Northerner]

Hi @Razorraidon 

If it is in hibernation which it sounds to be, then  you'll need to follow this guide: https://community.ee.co.uk/t5/Pay-as-you-go/Understanding-Pay-As-You-Go-Hibernation-and-how-to-keep-...

Thanks 

[Razorraidon]

Okay, i will that a try. Thanks for your help 👍 

[Razorraidon]

No joy there, how can I get a refund.

[Katie_J]

Hi @Razorraidon. 

To look into this further you would need to speak with a member of our customer care team who have account access. 

What options are you being provided when you call our team?

Katie

[Razorraidon]

I only get the option to talk about the number I call from, which is a contract sim. But I want help with the payg sim, there's no option for it. 

[Katie_J · Accepted solution]

That's fine @Razorraidon. 

If you connect with an agent and let them know you calling to discuss another number they can load that account. 

Please keep us updated here on the community. 

Katie