New device same SIM - no service

[clairepd2]

I have just switched to a SIM-only plan. I had about 2 weeks of this new plan on my old device with no issues. I have since gotten a new device, and once switching my physical SIM to the new device I have lost service on both devices. This means no calls or texts coming through and only works on WIFI.

I'm carrying around 2 phones, none of which work. Can't get in touch with the help line because I have no service. All I have as options are this and an infuriating conversation with AI. Really very stupid setup.

Can someone help please?

[bristolian]

Does your SIM work in any EE phone? Do you know other EE users locally, and do they have any service issues?

[clairepd2]

When I asked upon switching to SIM-only plan I was told my current SIM would work in a new device.

I have done a few things in trying to fix the issue that have probably made it worse, including testing a different, now expired SIM (as I thought I may have inserted the wrong one). I also tried downloading an eSIM and when that didn't have any service I deleted it.

[clairepd2]

also my partner has EE and no issues

[bristolian]

FYI you have a short time after posting to edit your post, to negate the need for multiple short replies.

You mention attempting to download an eSIM - depending how far you got, this may have deactivated your existing SIM and partly caused this problem. If your partner has EE with no issues, try a 2way SIM-swap.

Put your non-working physical SIM in your partner's working phone - what result?

Put your partner's working SIM in your non-working phone - what result?

I suspect you have likely deactivated your physical SIM and will need a replacement one, but the 2way SIM-swap test will confirm.

[clairepd2]

Thank you I will try that and order a new SIM in any case

[Schockwave]

@clairepd2 , if you order a new SIM card, make sure that it is a replacement SIM card , otherwise you my be issued with a new number, which would mean another contract, which you would not want, I suspect.

[bristolian]

---

@clairepd2 wrote:

Thank you I will try that and order a new SIM in any case

---

If you order a new SIM, that will deactivate whatever SIM is active now. There will be no point in a 2way SIM-swap if you also order a new SIM.