Need help with SIM swap

[carolanne1989]

I have a SIM with EE and recently bought a SIM free phone from them. My SIM is now no longer working. It is saying not provisioned on my new phone and now on my old phone too. I can't call EE as have no network. I can't contact them on webchat as unable to link my new phone to the account as this sends a SMS to verify me which I won't get. I also can't order a new SIM from the link on their page as not linked again to my account. I have tried to message them on Facebook but got an auto reply with links to everything I have tried. I have done everything on their site, restart etc but nothing is working. Any ideas on how I can contact someone for help? 

[Chris_B]

@carolanne1989 take the SIM card out and give it a clean with a damp cloth. Make sure it’s dry before you put it back into your phone. You’re getting this because your SIM card through the phone antenna is not connecting to the network. The network doesn’t see the sim.  

[Ali_A · Accepted solution]

Hi @carolanne1989 

Welcome to the Community.

Sorry to hear you no longer have access to your old SIM card. 

As your SIM no longer works in either phone it's either deactivated or faulty, so you'll need  a replacement SIM.

You can call customer service from a different phone, where a member of the team can order a replacement SIM card or eSIM QR code for you.
Contact Us | Help & Support - EE 

Alternatively, you can pop into any EE store with photo ID and the store guide can issue you a replacement SIM free of charge straight away. 
EE Store Finder | How to find your nearest EE store | EE

You'll only be able to use the option to order or download a SIM online if you have access to your previous SIM, as a security PIN is sent to it to activate the new one. 

Ali

[ee_user14]

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@Chris_B wrote:

take the SIM card out and give it a clean with a damp cloth. Make sure it’s dry before you put it back into your phone. You’re getting this because your SIM card through the phone antenna is not connecting to the network. The network doesn’t see the sim.  

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2+2=5. A manual network search will prove whether this is antenna issue - you can't assume this just from "sim not provisioned" - that could just as easily be what it says, the network sees the SIM but is saying "nah"

Has anyone checked whether the SIM still works in the old phone?