SIM card not getting activated

[Lagina]

Dear EE Community,

my phone got stolen 16 days ago and I promptly called EE to inform about the situation and block the phone and order a replacement SIM. Since then, I received the SIM card 13 days ago and it still cannot be activated. I have called EE customer service numerous times since then and every time I get told that a new activation request has been put through and it will take 24 hours to activate but it never gets activated. I have been waiting to use my number for more than 2 weeks now, with no progress on this situation.

Did anyone face a similar issue?

Many Thanks

Asma

[Teeks]

Hi yes I’m still facing the same issue. My replacement sim is still not working and still no sign of network. Very frustrating. I’ve always been with EE but now I’m considering of a move in network as ee keep saying to wait 24hrs but no progress after this. Very poor customer service!

[Christopher_G]

I'm sorry to hear that, @Teeks 

Could you try restarting your device this morning please and let us know if it's working?

Chris

[alexj51]

Hi - I’m in a similar situation, ordered physical SIM a week ago as eSIM stopped working. It arrived Wednesday but still not working, customer service told me yesterday that their systems weren’t working properly but it would be activated by 10am - still not working. Offered the option of going into a store but that doesn’t work for me as I’m not able to do that until the weekend, and anyway wouldn’t the store still have to use their systems to activate it? Very frustrating and a situation I’ve never had with any other provider (I switched to ee in the summer)

[Christopher_G]

I'm sorry to hear that, @alexj51 

Have you tried restarting your phone this morning?

Chris

[alexj51]

Hi Chris, yes I’ve restarted it several times, I’ve taken the SIM out and put it back in again and restarted it then, all to no avail. I contacted ee on X (Twitter!) and someone said they’d look into it so I’m awaiting feedback from them at the moment. 

[Christopher_G]

OK, thanks @alexj51 

Keep us posted on what happens with the Social Media team, hopefully they're able to help when they're back in touch with you.

Chris