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Replacement sim not working

Ellie250311
Explorer

‎24-09-2023 07:56 AM

Hello,

Please can someone help me?

My phone was stolen so I had my old sim deactivated and phone blacklisted. I went into the EE store in my town and got a new replacement sim and was told it could take up to 24 hours to activate. After 24 hours it still hadn’t activated so I phoned technical support and they activated the Sim whilst on the phone to me and and said it would take up to another 24 hours to activate from that point. It’s now been another 24 hours and still not working. I have no contact and need my number working asap.

Thanks

3 REPLIES 3
Christopher_G
EE Community Support Team

‎24-09-2023 07:59 AM

Hi @Ellie250311 

Welcome to the community.

Are you using the SIM in a new phone? If so, do other EE SIM cards work in it? Have you tried restarting it?

Chris

0 Helpful
Ellie250311
Explorer
In response to Christopher_G

‎24-09-2023 07:59 AM - edited ‎24-09-2023 08:01 AM

Hello, 

Yes I’m using it in a brand new phone and other SIM cards work straight away and I have turned it on and off many times. 

0 Helpful
Christopher_G
EE Community Support Team
In response to Ellie250311

‎24-09-2023 08:03 AM

I'm really not sure what could be causing this problem, @Ellie250311. Unless the lost and stolen restrictions haven't been lifted fully. I know you've spoken to them a couple of times, but it seems that you may need to speak to our Mobile Care team again so they can look into this further.

Please let us know what happens.

Chris