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Porting from BT new SIM not registering on EE after a week

Glen24
Contributor
Contributor

‎24-03-2023 04:18 PM - edited ‎24-03-2023 04:25 PM

Hello,

I recently got a contract with EE , and added my PAC code to the order to port my BT mobile number over. My phone and sim card arrived last Saturday so I put it in and went to an area to get signal, I thought it might just take a few days for things to start working but I have 0 ability to make calls or receive texts or data using the EE sim.

I've tried to phone the helpline but it asks to enter the phone number, so I enter the phone number that was on the SIM package and it says its not recognised, and I also put my bt mobile number in and its also not recognised.

I should add I have restarted the phone multiple times and removed SIM and swapped to tray 2 with no difference

I have tried the various activation pages but it says the SIM number on the new sim isn't recognised and neither is my BT number. 

"Sorry, you can only associate a number for an EE Consumer or Small Business plan.
If you're having trouble, call 150 from your EE phone. More ways to get in touch >" 

It's a bit hard to call 150 when you can't make any calls!

So I'm stuck. not really a great start to my experience with EE!

0 Helpful
17 REPLIES 17
bristolian
EE Community Star
EE Community Star

‎24-03-2023 05:51 PM

You can contact EE CS on 0800 0798586 from any working phone

Glen24
Contributor
Contributor
In response to bristolian

‎24-03-2023 07:07 PM

Thank you, but when i phone it asks to put my phone number in... I enter the one thats on the SIM packaging and it says its not recognised, i haven't found an option to get through to CS without entering my phone number first.

The automated system says if i don't know it then text number to 150.... but I can't do that either lol.

I think i need to order a new SIM because this one clearly is not set up for use

0 Helpful
Glen24
Contributor
Contributor
In response to Glen24

‎24-03-2023 08:14 PM

So finally got through on the online message chat (couldn't get access to any phone helplines)

my number was showing as reserved so should be active in the next 24hrs (hopefully!)

0 Helpful
Glen24
Contributor
Contributor
In response to Glen24

‎25-03-2023 04:06 PM

Seems like progress, i now get a message saying SIM not provisioned

0 Helpful
Glen24
Contributor
Contributor
In response to Glen24

‎26-03-2023 06:44 PM

still no signal, hopefully by close of business tomorrow something will have activated!

0 Helpful
Glen24
Contributor
Contributor
In response to Glen24

‎27-03-2023 07:34 PM

Close of business and still no joy 😞

0 Helpful
Katie_B
EE Community Support Team
In response to Glen24

‎28-03-2023 07:59 AM

Hi @Glen24. 

Could you confirm if you now have signal this morning?

Katie

0 Helpful
Glen24
Contributor
Contributor
In response to Katie_B

‎28-03-2023 08:22 AM

Still just on emergency calls only. Full bars.

 

If I try and call it says not registered on network 

0 Helpful
Glen24
Contributor
Contributor
In response to Katie_B

‎28-03-2023 08:45 AM

Customer services (online chat) on Friday night said it would be sorted in 24hours, last night I spoke to another agent who said 7 working days, that would be over two weeks since the sim was first turned on

0 Helpful