Sim Card Stopped Working

SyedImran · ‎17-12-2022

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 · ‎08-01-2023

EE have raised a third "Single User Fault" and switched the phone numbers on the fault record so that messages and updates no longer go to the defunct phone. No complaints over the staff who are always helpful, informative and friendly. Unfortunately the process of handling calls is tight in concept but failed in practise. Now waiting on the oucome of the incident.

David_Mc · ‎09-01-2023

@Katie_B @James_B @Leanne_T @Tracy_B1

Thanks EE. Finally resolved by C. (C3?). Thanks to everyone who raised and pushed to have this cleared up.

If it's any measure of our relief the response was "It's Worked", "I'm close to tears", "Well f&&king done". That's not from me obvs!

dannym14 · ‎12-01-2023

Hi David

How was this resolved eventually? Im in the same position and im a month without a working phone now.

Cheers

David_Mc · ‎13-01-2023

Hi Danny

Sent you a private message as there are details in there. Let me know if you see the message or need anything else.

Cheers

Dave

David_Mc · ‎13-01-2023

p.s. There's only an Inbox on the pm's so I can't see my message to you so let me know if you've received it either by replying or posting here.

XRaySpeX · ‎13-01-2023

@David_Mc : Click on the 'v' to R of "Inbox" & you'll see "Sent" drop down.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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David_Mc · ‎13-01-2023

==============================================================

*** SIM NOT WORKING ***

PLEASE QUOTE CASE # ID19632017 ( January 2023) to Customer Advisors

==============================================================

I'm no longer monitoring this thread but I might see a notification in My EE if anyone needs to contact me - use EE's Private Message and address it to 'David_Mc'

This should contain the history of my case and the people involved. The last advisor on the call is the one who finally arranged the fix.

David_Mc · ‎13-01-2023

Thanks

I actually looked earlier and kind of misread it as I was in a rush.

Smann6 · ‎25-01-2023

Hi David

also in this position now. On my third replacement ‘faulty’ sim. Any tips for pursuing this?

cheers

David_Mc · ‎25-01-2023

I should try them with the case number quoted in my note 13th January. They need to pass your call to the last person who dealt with my case. His name is on the notes, as they are registered as they take the call, and go through authentication. My case was resolved within 24 hours ( after 60+ days) so if you're successful please let me know here as it looks lke others have the same issue. Can you also say whether you have the same non-appearance of an esim?

Cheers.