Insert SimCard

[Cy16]

My elderly step father is getting an "Insert Sim" error message. Simcard has not been removed so I'm guessing the phone has been deactivated due to lack of use (even though monthly direct debit is still being taken).

How do we get this reactivated? 

TIA 😊 

[bristolian]

Is your elderly step father's phone a PAYG one, or pay-monthly contract?

[Cy16]

Pay monthly Sent from my Galaxy

[Lesley_W]

Hi @Cy16 

Welcome to our community.

It's unusual the SIM would stop working on a contract. Have you been able to try the SIM in another phone?

Lesley

[bristolian]

Pay-monthly contract lines remain live as long as bills are being paid - whether the phone is being used or not is immaterial.

Is your elderly step-father using a dual-SIM phone? And if so, are both SIM-slots affected?

Are you able to try a 2way SIM-swap?.. 1: Put the non-working SIM in a working phone, what result? 2: Put a working SIM in the non-working phone, what result?

An EE retail store may be able to assist with this if necessary.