New SIM not working! On laptop or phone

[Visitor22]

A few days ago I purchased a HP laptop that included an EE SIM with 20gb data for 30 days - apparently this data was preloaded and should work as soon as inserted. 

Instead it is showing as 'account not active' on my laptop. There was a info leaflet with the SIM stating AFTER the 30 days of free data THEN you can register for a monthly plan. 

After relalising it wasn't working and waiting a. Couple of days in case it needed activation, I tried to register via EE.co.uk/connectedsim as mentioned in the leaflet. It wouldn't let me register. 

Put the SIM into an unlocked phone to see if it was my laptop that was the issue... not working on phone either. Tried to activate SIM when it was in my phone... But it needed to send me an activation code via text and I had no signal so couldn't receive this!! 🙃 I've found no other way to activate this SIM. Can anyone help please? I purchased this laptop due to it having mobile data capabilities, and of course would like to take advantage of the free 20gb (and continue if this works well). But tempted to switch to another provider already as I've found EE incredibly frustrating to navigate! I really struggle with phone calls so please don't suggest I call... what company doesn't have live chat nowadays? 😅

[Christopher_G]

Hi @Visitor22 

Welcome to the community.

From what you've said, I'm pretty sure the SIM card should be pre-loaded and work straight away. You've tried most of the tests to activate it that we'd usually recommend, like putting the SIM into a phone to try and push through the activation messages. That usually works.

When you put the SIM in the phone, did you try manually selecting 'EE' on the network selection setting? If not, could you give that a try please?

Chris

[Visitor22]

Hi Christopher,

Thank you for replying. Yes I did try that. I did manage to find a live chat thankfully! And it looks like the SIM has been deactivated as it was sitting in the box with laptop for almost a year, and was told to much time has passed to reactivate. So I went on Amazon to explain and try to get a replacement. My options were to return the whole laptop for a replacement (absolutely not as there is no issue with the laptop, and I'm assuming any new SIM card with that specific laptop would have the same issue) or I could get credit to purchase a replacement. 

I have purchased a replacement, but on looking at the options for data I see the minimum top up amount is £10? The SIM pack that came with the laptop advertised 'connected SIM plans' that I could sign up to once the free month had expired, and shows a £5/month 10gb option. Would it still be possible to have this offer with the replacement SIM I have purchased? Or is it possible for EE to send a replacement connected SIM instead that would work with this offer?

I have a phone with plenty of data so don't want to spend £10/month on data I would rarely need. But it's definitely handy not having to tether when Wi-Fi is not available, and I'd like to stick with EE as an alternative provider for if my main carrier's signal isn't working (which annoyingly is quite frequently!)

[Christopher_G · Accepted solution]

Thanks, @Visitor22 

The offer that you were given was from a while ago, so I can't say for definite that it will be available. The best advice I can give is to chat with our Customer Support team again, once you've received the replacement SIM. They'll check your account history and see what they can do.

Fingers crossed for you.

Chris