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.

[XRaySpeX]

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@David_Mc wrote:

What I'm wanting from EE is to enquire whether there is a project dealing with the SIM Registration Act

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AKA Republic Act No. 11934. Are you in the Philippines? Obviously not!

[David_Mc]

Definitely not helpful XRaySpeX ( is this a PolyStyrene reference?)

First of all it was a question not a statement.

Secondly, EE I presume are global and can still make code changes.

Third, I looked this up because I'm forced to spend hours in shops, online, and on the telephone pursuing a fix to a mobile phone that costs £50.00 per month yet has had no service for 2 months.  So if you know a way of fixing something without research or identifying possible faults then please let me know otherwise please recognize that I am a fee paying customer of EE with access to the Community Forum,  here to solve an intractible problem not to get into petty online spats over my knowledge of global telecomms regulations. 

[David_Mc]

To Leanne_T

I did as requested and phoned Tech Support. (20 minute wait + 45 minute call)

It is unlikely - probably impossible -  that the phone number can be ported out to another supplier.

The advisor has provided me with a case number.  (No evidence of an actual formal complaint being raised).

He can see that the incident is convoluted and has taken personal responsibility for resolving it.  He clearly has a lot of technical knowldge and a lot of integrity.  I have left it with him and if anything positive comes out of it I will post here.

[Christopher_G]

Thanks for the update, @David_Mc.

Hopefully they can get to the bottom of this for you.

Chris

[XRaySpeX]

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@David_Mc wrote:

Secondly, EE I presume are global

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No, you presume wrongly. EE are a UK based co. which has, like all other UK networks, roaming agreements with overseas networks.

I fail to see why you are introducing Filipino laws into a mix involving purely UK SIM swaps. Unless you are roaming? In which case you can't activate SIMs while abroad.

[David_Mc]

I fail to see exactly what you're adding to this call?

[XRaySpeX]

My opinion on your issue! This is an open public forum!

[David_Mc]

My issue is my phone doesn't work.  I don't give a flying f''k where EE do or don't do business.  

[David_Mc]

Another phone call to EE Customer Support (10:53 until 11:19) to find that they had closed the incident on the 4th January, but without fixing the issue, or advising me by email, text, and the promised call back on the 30th didn't happen.  Not sure of the reason but have asked the question.  Another call back promised tonight around 8pm.  Call closed as "ADR resolved with reference to Level 2 Known Issue".

[James_B]

Please let us know the outcome of your call at 8pm @David_Mc

James