Not Registered on Network

[brianwright22]

I have had to go to EE from Plusnet and my new SIM from EE does not work. EE's system is floored because when you phone for (somethings not right) their words to 07953   966 150 it says your number is not registered and rings off (automated call). The only way I can talk to EE technical customer help is via Plusnet who are excellent but EE have not said why my new SIM is not registered..Its now been FIVE days since receiving my new EE sim and nothing has happened despite spending two sessions of waiting phone time amounting to about 21/4 hours. A complete waste of my time.Fortunately I have my own dual SIM card phone and can use my old Plusnet SIM. I thought EE were the leading mobile network but I have to disagree with this on Customer service which is non existent and a modern digital system that is floored when it comes to basic SIM activaton..

[brianwright22]

They have not been able to up to four days now and with intervention from Plusnet.I'm not impressed.xxxxx xxxxxx

[Mod edit: Please do not post personal information on the public board. Thanks!]

[Leanne_T]

Hi there @brianwright22 

I am sorry to hear this, does the EE SIM card show signal with a temporary number? 

You can call us on 0800 956 6000, selecting new/joining EE and the team will get your port in looked into and give you an update. 

Leanne.

[brianwright22]

The only method of contacting EE I have had has been via Plusnet and I have done this twice ,the last time was Thursday 20th July,(my SIM was delivered on Monday 17th) and I was told by EE there was a problem  my new SIM had not been registered but could not tell me why.It has still not been activated and I have not been sent a replacement SIM either. EE asked me how I would like to be contacted about  this problem and I said email please..Having spent 21/4 hours of my time on two telephone calls to EE without any sign of my account working ,I have said if my EE account and SIM is not up & running by Monday 24th July I will cancel my my contract as its within the 14 days.

Kind Regards Brian Wright 

[James_B]

Hi @brianwright22,

I'm sorry to hear there has been an issue with your SIM activation. Our Technical Support Team will contact you as soon as it has been resolved.

Your plusnet SIM will remain active until your new EE SIM is activated and your number transfer completes.

James

[brianwright22]

Many thanks James ,I have had no communication from EE customer services but I went to my account and was able to ADD my new sim and then entered the required direct debit details ,Although Plusnet have already done this . The Sim works now but with its number and so I'm hoping that by tomorrow it will transfere my old number over .

EE still have not come back to m to say the problem has been solved.Kind Regards Brian

[James_B]

Hi @brianwright22,

I'm happy to hear your SIM is now activated.

Number transfers aren't processed over the weekend so I would expect your number to move over on Tuesday.

James

[brianwright22]

Many thanks James, Its a bit off when I have to resort to EE community to get the information that should have come from EE customer service. Eight days to swap sysems within the same company also is not very efficient is it. Also it would have been practicle to have my new SIM added to my Plusnet account instead of having to have yet another online account  check out all the billings etc.

Regards Brian

[James_B]

No problem @brianwright22, I'm sorry to hear you weren't given this information when you first called.

James

[brianwright22]

Its not your fault James, but I will recommend you get a transfer to Customer Service.!

Brian