Just received a new SIM (new customer) SIM not provisioning.

TheElectricYoot · ‎28-06-2022

So the SIM has been sat in my phone for 10 hours and still says it's not provisioned. I've tried rebooting and airplane mode etc to no joy.

Surely this isn't normal? Only says it should activate itself and does quote a maximum of 24 hours but in all my life I've never had a SIM take more than a couple of hours even when swapping over to a new one with an existing number.

I've tried calling but been on hold for more than 30 minutes each time before giving up. The EE Twitter account hasn't replied either. I must say for a new customer this doesn't give me much hope especially since I came from Vodafone due to their poor customer support.

Is this a lost cause?

XRaySpeX · ‎28-06-2022

Is it on contract or PAYG?

Where are you?

Did you port a no. in?

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TheElectricYoot · ‎28-06-2022

Sorry it's a PAYM SIM only. Based in NW UK.

I did put my port details in when purchasing online as I am coming from Vodafone but the documents you got with the SIM were literally a piece of paper saying go to this link. It then says if I am porting my number in to put my details in (which I can't do without the SIM being live).

Are EE going to automatically port my number over?

TheElectricYoot · ‎28-06-2022

Finally through to EE. Told him the situation. He then said he "had to ask me to go through a checklist" and proceeded to ask me if there was any damage to my handset... On a SIM only contract.

Is this the level of comedy I can expect from EE?

He also told me, after telling me the account number printed on my invoice doesn't exist, that my account is "tentative" and can't tell me anything about it.

I'm now being transferred (likely another 45 minutes) to technical support.

Can honestly say I'm about one stupid question away from cancelling my contract and staying with Vodafone. That's how bad it's been.

Northerner · ‎28-06-2022

Hi @TheElectricYoot

Is your phone unlocked?

That message normally means your SIM is dead as it is not activated on EE network.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

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TheElectricYoot · ‎28-06-2022

It is yeah. Got through to tech now and he says I'm the third person in a row with this issue. Sounds like a potential bug. Basically the provisioning part was stuck so the number wasn't pushing to the SIM.