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Ordered new sim card and now old one is not working at all! URGENT

Havoc_online
Investigator
Investigator

‎16-02-2023 02:32 PM

I ordered a new sim on Monday 11th and now my old one has been deactivated - before the new one has arrived! I am stuck with no phone or data connections and no wifi calling either. How can I get this back on? I have no idea when the new one will come - it might be after the weekend. I cannot be uncontactable as my son needs to be able to contact me. This is an UNSAFE SITUATION

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21 REPLIES 21
maureen123
Investigator
Investigator

‎16-02-2023 07:53 PM

I think there's obvious something wrong with old EE Sim cards as over the last 2 days I've been receiving texts in but I cannot reply & keeps saying message not sent & put in Outbox. I need my phone as I'm elderly so I've had to full in complaint form.

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Katie_B
EE Community Support Team
In response to maureen123

‎17-02-2023 08:01 AM

Hi @maureen123. 

I am sorry to hear this is happening. 

Could you please confirm if you are able to make/receive calls?

Katie

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Havoc_online
Investigator
Investigator
In response to maureen123

‎17-02-2023 08:34 AM

NO! Thats the problem! No texts either. Emergency calls only - but I haven't tested that, obviously 

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Havoc_online
Investigator
Investigator

‎17-02-2023 08:36 AM

So it would seem. I feel a complaint coming on too! If I ever get a phone connection, or work out some other convoluted way of raising it

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Katie_B
EE Community Support Team
In response to Havoc_online

‎17-02-2023 08:51 AM

Hi @Havoc_online. 

Have you been able to follow the advice provided by @Chris_B?

Katie

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Havoc_online
Investigator
Investigator
In response to Katie_B

‎17-02-2023 09:00 AM

THERE IS NOTHING WRONG WITH THE ROUTER OR WIFI SIGNAL

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Havoc_online
Investigator
Investigator

‎17-02-2023 09:04 AM

I have tried everything suggested (please read my responses)

Something need resetting at EE level.

Please can someone tell me how to directly contact EE, let them know my account details and get them to reactive this sim

0 Helpful
Katie_B
EE Community Support Team
In response to Havoc_online

‎17-02-2023 09:10 AM

Hi @Havoc_online. 

Please try our live chat team who have account access HERE, please allow a few moments for the 'Start conversation' button to appear.

Katie

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Havoc_online
Investigator
Investigator
In response to Havoc_online

‎17-02-2023 11:29 AM

Well, wouldn't you just know it
Chat:
"It seems that when the new sim was ordered, the old one was deactivated for you and you will be receiving a pre-activated sim now.
I am afraid that we cannot activate the old sim and thus I would request you to just walk up to the nearest EE store and they will issue you a replacement sim on immediate basis and will activate it right away."
Nearest EE store is 40 mile round trip
Solved? Not really 🤬


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Katie_B
EE Community Support Team
In response to Havoc_online

‎17-02-2023 11:40 AM

Hi @Havoc_online. 

I am sorry to hear this.

Have you notified the chat team the nearest store is some distance from you?

Katie

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