Cannot make calls after changing phone

[AL203]

I changed my handset at the weekend and all my data etc has been transferred to my new phone.  I haven't changed the SIM. when logging into my online account it says my account has been cancelled - which I didn't request. I now cannot call EE to get a solution as I cannot make outgoing calls and I have no landline. I live remotely and my nearest store is a 4hr round trip.

Please help!

[bristolian]

Does your phone show coverage indicators? Does the SIM still work in your old phone?

[AL203]

Yes, I have wi-fi coverage on both phones. Yes, my old sim is still working. However, on both phones I'm unable to make calls.

[bristolian]

It wasn't WiFi-coverage I was asking about, it was mobile coverage. However, if you're not able to make calls, what exactly do you mean by "my old SIM is still working"?

Feel free to include as much detail as may help - it saves having to ask more questions.

[AL203]

Ok, thank you for persevering. I am receiving all my messages and texts to both my old phone with my contract sim and the new phone which has its original sim. I can also send messages and emails from both phones which are synchronised. I don't have 4G coverage on either phone. I wondered if I needed a PAC code but, as I mentioned, I cannot contact EE to check if this is the cause of the issue.

[Rach_H · Accepted solution]

Hi @AL203 

Welcome to the Community!

It sounds like the SIM in your old phone is still active. Are you able to move this into your new phone?

Did you get a new SIM with your new phone?

Rach

[AL203]

I could move my new SIM. How will this affect my data? Also, the SIM isn't working on my old phone which is operating in tandem with my new one.

[AL203]

The new phone is my husbands old one and he left the SIM in it.

[AL203]

Thank you! I transferred the SIM and I can now make outgoing calls. 

[Linzi_H]

Thanks for letting us know you managed to get things sorted out @AL203, that's great news.

Linzi 😊