SIM IMEI

[Olsont]

Hi, can someone from EE please help with a network / provisioning issue on my new phone?

SIM: existing physical EE SIM (works perfectly in old phone)

Problem:

– After buying my new phone (Samsung Galaxy A53 5G) the back of the case looked like it was tampered with
– In my Samsung Galaxy A53 5G (model SM-A536B***) the SIM shows signal and network name, but:
– Mobile data sometimes comes online for a second (“Back Online”) and then drops completely.
– Incoming calls don’t reach me.
– Manual network selection: when I choose EE, it tries to register for a long time and then fails.
– Service state often says “Emergency calls only” or it flips between “Connecting” and “Disconnected”.
– In Phone status, mobile data network type shows GSM/EDGE instead of 4G/5G.
– The same SIM in my old Samsung A12: calls, texts, data all work fine.

What I’ve already done:
– Reset network settings.
– Created a fresh EE APN (everywhere, username eesecure, password secure, type default,supl,dun, no proxy).
– Tried 4G only, turned VoLTE on, turned Wi-Fi Calling off.
– Tried data roaming toggle, manual and automatic network selection.
– Phone is on latest software.

It really looks like my A53 / IMEI is not being accepted properly by the EE network (or IMS/VoLTE isn’t provisioned), since the SIM and plan are OK in the A12.

Thanks.

[Olsont]

I can’t call 150 because my old phone’s microphone is broken, so I need help via here.

Can an EE staff member please:

1. Check if the IMEI of my A53 5G is blocked/blacklisted or barred on EE or CEIR.

2. Do a full refresh/reprovision on my line (HLR/HSS/IMS reset) and ensure 4G Calling / VoLTE is enabled for this IMEI.

3. If needed, arrange a SIM swap to eSIM or a new physical SIM on my existing number via online verification, since I cannot call support.

The same SIM works perfectly in my old Samsung A12. On the A53 I get signal and EE name, sometimes data works for a second (“Back Online”) then drops, manual network selection to EE fails, and it often shows emergency-only.

[Schockwave]

Hello @Olsont ,

Welcome to the community,

Unfortunately this is a public forum with no account access and no one will know who you are either.

You can order a replacement physical SIM card yourself via the EE App by clicking on Manage and then Mobile and Sims, scroll down to Settings and then Rep0place my Sim.

You can ring customer service either by using another phone or a web based app, see the number in my signature.

You can also go to an EE high street store with photo ID and get a replacement SIM card there..

If the back of your new phone looks as if it has been tampered with, not sure how, though, then you would need to return it and  get it looked into, if you got it from EE or returned to the shop you got it from. What makes you think it has been tampered with?

[Northerner]

Hi @Olsont 

Where did you buy the phone. 

You can check the history here: https://www.checkmend.com/uk/

Thanks 

[Olsont]

Hi @Northerner 

I bought the phone privately. I will just contact EE using another phone.

Thanks

[Schockwave]

@Olsont , if you bought it privately, then you need to contact the person you bought it from, EE cannot sort this one out, not sure what you expect them to do, actually.

[bristolian · Accepted solution]

To add....

If your SIM works in another phone, then nothing about your line needs re-provisioning or refreshing - the issue is self-evidently handset-specific.

IMS access requires compatible device software but this is done via firmware not an IMEI check. The IMEI is mainly used for blacklisting & billing purposes.