Sim Card Stopped Working

[SyedImran]

I have recently upgraded my phone to 14 pro max, while transferring data accidentally clicked on Esim, now it is been two days without service, I been to two EE stores but no one can solve the problem contacted customer service twice same answer, technical team same reply.

they cannot issue a replacement card because the E sim was order which is supposed to be activated with 24 hours and until now not active.

I am out of my business from last two days , when I called customer service the answer is shop can replace the sim they are misguiding you and EE store don’t have such system to delete the Esim and issue a new SIM card

can anyone help to resolve this issue.

[David_Mc]

Looking at the eSIM activation process, it states that to use carrier activation, both phones need ios16.

The stuck process could be here where the eSIM request is inactive and blocks the physical sim.

Might be worth raising with Apple or checking on their forums.

[David_Mc]

From the web, it's interesting to see that new SIM Registration Rules came into force on 12th December 2022.  These new regs are an attempt to link photo ID to any SIM registration.  Make of that what you will but it's the law. More guesswork,  but changes in regulations usually mean code changes, so it's possible that some code change introduced prior to EE meeting the new regs, has introduced this error, clashing with the inadvertent eSIM request.  Doesn't change anything but ideally this 'new?' fault would be fed back to the project.  I'm only thinking that eSIm's have been around a reasonable time and if this fault is new then there won't be too many cases, but case numbers will grow.

[SyedImran]

It is been 8 days I am out of my business moving like a rolling stone from customer service to technical and than to EE store.

no one is been able to activate my sim , not even any help from business sales Manager.

really disappointed, very bad customer service they cannot even resolve their own fault in the system. 

[XRaySpeX]

Before you do so lodge a formal complaint with EE & give them a chance to put things right. Courts like to see you've taken positive steps to mitigate your losses before coming to them.

[David_Mc]

Hi Syedimran

The next step for us is to try open an account with another suppler - say Vodaphone and see if the number can be ported across.  This should not depend upon SIM Activation code running, so should work.  It will only fail if the current status of the phone number is stopping the EE Account system from working correctly.  The EE Account shows errors in My EE.

[David_Mc]

When I say Us, I mean my personal account with EE as we have the same problem as you.

[Christopher_G]

Hi @David_Mc

I know you've discussed this with our Technical Support team from your previous posts. I would recommend continuing to do so and open a complaint with them, if you haven't already.

Hopefully they can help you get sorted.

Chris

[Maliq1982]

Good for all of us, gays!!!

[David_Mc]

I raised a complaint several weeks back, making sure that I expressed the call as a complaint to make sure it was registered on your complaints procedure.  Nothing happened.  No acknowledgment that a complaint had been raised.  That in itself is a breach of the complaints procedure.

The complaint won't fix anything.  What I'm wanting from EE is to enquire whether there is a project dealing with the SIM Registration Act, and whether this is a fault introduced by a code change. If so, the project need to know in order to patch the code. 

Alternatively. EE being the experts, you need to state whether the phone number can be ported to another telecomms suppliers.  Pointless to stick to business practices trying to keep a customer, if the customer can't use their phone.  You have to be big enough to say whether there's a fix or not, and from my experience to date, there isn't - let the customer move.  In any event, if EE don't help then I will try it myself in the new year.

[Leanne_T]

Hi @David_Mc

Thanks for coming back to us. 

This is not something we are aware of, to get this looked into further please get back in touch with our technical support team. They can check the complaint and see if there is an update on this for you. 

Leanne.