I'm unable to activate my new sim, unable to ring any number!

[mark19705]

I lost my old phone and don't have a landline or a phone to call EE customer services, please help!

[mark19705]

EE don't seem to understand the term 'customer service'.  I can't call to activate a sim card, I don't have a working phone!!!

[bristolian]

Can you borrow a phone from a friend or relative? You need to report your phone lost into CS, for it & the SIM to be blacklisted, and a replacement SIM ordered.

https://ee.co.uk/contact-ee/lost-stolen 

[mark19705]

Hi Bristolian,

Phone loss reported, I have a new phone and a sim card, which should be plug and play, but after about 16 hours in the new phone, the sim still isn't registered. I might be able to use another phone later, but can't believe this cannot be sorted without a usable phone, under a 'lost phone' scenario!

Thanks for getting in touch

Mark

[mark19705 · Accepted solution]

Hi Leanne,

I thought of downloading the EE app to my phone and found the ' message us' under HELP. and have been chatting with Harpreet who has hopefully resolved the issue. I just need now to restart my phone and wait for activation!

thanks for your help, Bristolian too!

Maybe EE aren't so bad, I was beginning to wonder!

[Leanne_T]

Thanks for letting me know @mark19705 

Leanne 🙂

[Leanne_T]

Hi @mark19705 

I can see from your post in this thread, you have been able to chat to us. 

Please let us know if you need anything further 🙂

Leanne. 

[mark19705]

FURTHER UPDATE TO THE APP USE.

I was in further contact with ee via messenger on facebook yesterday, as by 10.30 am my sim card was still not activated.

Speaking with Megan in Newcastle she did loads of checks before advising me that there was an issue at their end, but hopefully my sim would be ready by approximately 8pm on Saturday evening.  By 8.05pm my phone was working!

Perseverance pays, but remember ideally to use the messaging facility through the help icon, I've rather poorly identified on the following pics!