New EE SIM Not Provisioned

[Yorkshirecock]

Hi I'm having a similar issue but I can't get my questions answered on here it just searches for other conversations with similar words. My new sim card (same phone, same number) is saying it's not provisioned. When I called EE CS they said that the serial number on the new card wasn't even an EE number despite it arriving via Royal mail from EE. I'm now in Portugal with no calls & no texts & having to rely on wifi for Internet. Tried cleaning it, switching on & off etc nothing seems to work.What can I do please?

[Mod Edit - Title added]

[bristolian]

Your post has been moved to a dedicated thread, that's the best way of getting advice tailored to your circumstances.

Are you on PAYG or pay-monthly? And did you use it on EE's UK network before travelling abroad?

[Northerner]

Hi @Yorkshirecock 

Did you activate the SIM in the UK. 

Thanks 

[Christopher_G]

Hi @Yorkshirecock 

Welcome to the community.

It sounds like you've described a replacement SIM card. Our customer support team would be able to take the SIM card number and register it to your existing line. 

However, like others have indicated here, it would need to be registered and used in the UK for international roaming to be enabled on it.

Once you're back in the UK and it's registered, you will be able to use it for future trips abroad.

Chris