Samsung A14 not connecting with new sim swap

[hitechthereal1]

My wirk colleague went from bt to ee got new sim thru the post with letter saying go to  simswap ee. Website sais please try later. Phone sais cannot connect to network. Try later. There us ee signal fiund but no matter what this phone will not connect to it. Any ideas? Cant get to simswap online on EE we site. Maintenance or site crashing and network unable to connect please try later. I am also with EE and prices have been climbing more than other providers for less. This is a poor service and a new customer been cut off n unable to get her number up and running. Im electronically quite ahead of all this and know the checks inside out so this isnt user fault.

go online to simswap ee. IT IS DWN FOR MAINTENANCE.

try connect nanually to betwork and register onto it PLEASE TRY LATER and yes the ee network is present and visible.
any ideas before i ditch EE and tell this customer to do the same ? 

[James_B]

Hi @hitechthereal1,

Welcome to the EE Community. 🙂

When moving from BT to EE, you don't need to activate the new SIM using the SIM swap service.

The new SIM should be ready to use and the number transfer will complete automatically within two working days.

Hope this helps.

James

[hitechthereal1]

Hi,

No it does not really help at all. It just provides more information that even the sim that has been sent out should just be inserted into the phone and should activate itself. But it doesnt. This is more than an inconvenience as my friend is an OAP and it is important to have full service anywhere she goes in case something happens as often does to the elderly when they are out and about but unfortunately she has no working service outside wifi.

[James_B]

Hi @hitechthereal1,

What happens when you try to make a call using the SIM?

Is the BT SIM still active?

James

[hitechthereal1]

Emergency calls only.

The number is not registered onto EE network. That is the problem. EE shows up in network list and when try to use it as default it comes up as not registered please try later. 4 days now. the phone and the sim were supplied together after porting over her number from previous provider. All that appeared to go over ok as the old sim does not work any more now.

The fault is simply that the sim is not properly registered onto the EE network . The network is present and shows up on netorks available but the phone/sim will not connect to it. Yes the sim is visible in sim manager. No proxies, no vpns no other apps running in backround to stop it connecting. i used to work for another mobile phone company in the software developement side so ive already done the all the standrad checks. Somebody somewhere has not hit a button or the phone itself is faulty or both.

[James_B]

Hi @hitechthereal1,

Those symptoms could indicate an issue with the number transfer process. Please get in touch with Customer Care so a member of the team can raise a ticket with our number porting team.

They'll be happy to help.

James