Can’t call/receive calls, or send messages, but Data works on new sim.

[Urana]

I have received my new sim card few days ago. But I still can’t make calls and send messages. I even requested to keep my old number when I ordered it, they gave me a new number. I checked Settings and restarted my phone as well. Can’t contact EE either. What should I do? 

[bristolian]

What was the reason for replacing your SIM? Was this a lost/stolen scenario? Change of phone SIM-slot? Or something else?

Is your old SIM still working?

What's the basis for saying you "can't contact EE"? There may be another way.

[Urana]

I changed my service provider to EE. I had Lebara before and requested to keep that Lebara number (giving PAC number). Seems like it somehow changed to my old number now. But the thing is I still can’t make/receive calls and send messages since I got my new EE sim. Internet connection is normally working tho. 

[Leanne_T]

Hi @Urana 

Thanks for coming back to us. 

Do you have an EE signal showing on the device? What happens when you try and make a call or send a text? 

Also. just to check are you in the UK or roaming? 

Leanne 🙂

[Urana]

Just realized that it’s not working when I’m inside. Because I haven’t tried to make calls and send messages but noticed I got notifications when I was outside, so I thought internet was working okay.

- I have no EE signal every time when i’m inside of any building.

- Nothing happens when try to make calls (no error message, no sound)

- It says “not delivered, try again” when i try to send messages.

- I’m in UK. Trying to reach UK numbers.

[Urana]

Sorry for the language, to clarify: It worked today when I was walking outside (I tested making a call and it was ok) but when I got home (went into any other building) it lost the service again. Which is so bad because I spend most of my time inside like everybody else.

[Leanne_T]

Thanks for the extra details @Urana 

If you have no service inside the building, does our coverage checker show this should be available indoors and out?

If this is showing as good coverage, you can check for any reported network problems by selecting check service status and enter the postcode. This will let you know if there are any current problems. If there are problems reported, you can sign up for updates and if there are nothing is showing, you can report a problem.

Leanne.

[bristolian]

No network guarantees indoor coverage, but it can vary depending on numerous factors - the building's construction, distance to nearest radio site, frequencies in use etc.

WiFi-calling is the recommended mitigation for indoor coverage issues, and allows full use of a phone without needing network coverage.