OS 16 Upgrade Appears to Disable EE SIM

EHR1 · ‎15-09-2022

Upon upgrading my iPhone 13 from OS 15 to OS 16, the EE SIM is no longer recognised. Error message: "Cellular Plan No Longer Available". What's the fix?

EHR1 · ‎17-09-2022

Thanks, Jon. I worked with your Customer Care team by the EE chat function, which took hours! I then visited an EE store to see if they could help. Bottom line, there's still no resolution or way forward except to contact Apple and perhaps hope their next iOS update will fix the problem...but that's only my guess.

Meanwhile, I'm re-engaging the Customer Care team, which is probably the third shift working with me!

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Chris_B · ‎15-09-2022

@EHR1 Is that a eSim or an actual SIM card ?

If it’s the eSim you’ll need to call customer services about this.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EHR1 · ‎15-09-2022

I have an actual/physical SIM from EE. The phone also has an eSIM from US-based T-Mobile, which still works.

Chris_B · ‎15-09-2022

@EHR1 Have you tried removing the sim and putting it back in the device? Switch the device off when you do this.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EHR1 · ‎15-09-2022

Yes, two or three times. I also removed, cleaned and re-installed the SIM.

Christopher_G · ‎15-09-2022

Thanks for trying that, @EHR1.

For any problems like this after a software update, we would recommend backing everything up and restoring the phone to factory settings.

Could you give that a try and get back to us please?

Chris

Chris_B · ‎15-09-2022

@EHR1 It’s strange that this has happened on a software update it’s one I’ve never seen before. You’ll need to call EE customer services and request a replacement SIM card. But have you tried a network reset on the device. This should have no effort the sim issue but it’s worth a try.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EHR1 · ‎16-09-2022

Thanks. I conducted a network reset. It had no apparent change.

EHR1 · ‎16-09-2022

Thanks, Chris.

I conducted a network reset, which did not appear to solve anything. I'm a bit worried that my US-based T-Mobile eSIM service may be disabled from a factory reset. Nevertheless, I'll try a factory reset.

EHR1 · ‎16-09-2022

Confirmed. My mobile phone service via EE's physical SIM is still not working after a factory reset.