by lynnb2 Investigator
Investigator

New sim card EE pay as you go not working abroad

I purchased a new EE pay as you go sim card at an airport in the UK a couple of weeks ago. I activated it just today in Madrid, Spain, but it will not connect to a network. I have been able to receive texts from EE and another EE user, but when I try to send a text, it says, "Message not sent. Phone number formatted incorrectly."

 

So far, I have:

1. turned the phone off and on.

2. turned roaming off and on.

3. cycled through airplane mode.

4. attempted to manually select network.

5. reset the access point names to default.

6. tried the sim card in another device where it also did not work.

 

Please help as I feel like I have paid for a sim card that is not working.

5 REPLIES 5
by
EE Community Support Team

Re: New sim card EE pay as you go not working abroad

Hello there @lynnb2

 

Welcome to the community.

 

Did you use the SIM card in the UK?

 

Our pay as you go SIM cards would need to be activated on the EE network in the UK before being used abroad, this could be a text, call or using data.

 

Leanne.

by lynnb2 Investigator
Investigator

Re: New sim card EE pay as you go not working abroad

No, I did not use it in the UK. I had stopped at an EE store in the UK to ask about that and the worker had said it would be fine to just pop in the card when I got to Spain. 

 

Is there any way to get it to work here?

by
EE Community Support Team

Re: New sim card EE pay as you go not working abroad

Hi there @lynnb2

 

Thanks for coming back to us.

 

You can give our Tech Gurus a call to see if they are able to help.

 

Once you return to the UK the SIM will activate for you, when you make a call, send a text or use data on the EE network.

 

Leanne.

by lynnb2 Investigator
Investigator

Re: New sim card EE pay as you go not working abroad

As my sim does not work, I cannot call the tech gurus without buying a different sim. My partner and I had each bought two sim cards (4 total) under the impression that we could use them while abroad. Is there a way to get a refund or credit for those and we can return them?

by
EE Community Support Team

Re: New sim card EE pay as you go not working abroad

Hi @lynnb2

 

Thanks for coming back to me.

 

You would need to speak to our Pay as you go team as we have no account access on the community to get this looked into.

 

Leanne.

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