Sim activation

[Clarkd]

I am switching from Plusnet to EE on a pay monthly account. I have fitted the new sim form EE in my phone and tried over and over again to activate it with no success. it just does not seem to recognise the EE number.

[Christopher_G]

Hi @Clarkd 

Welcome to the community.

If you speak to our Mobile Care team, they'll be able to register this manually for you.

Chris

[Clarkd]

I contacted the customer care tech team yesterday and after a very long call where they took a great deal of data from me and tried many things the conclusion was they couldn't do anything because the number on the sim is reserved. They couldn't get a new sim to me because there system wouldn't allow it. They told me to go into an ee shop and ask for a new sim, however I had just returned from a 35 mile round trip to the nearest ee shop where they again were very helpful but couldn't get anywhere with the problem but Couldn't give me a new sim because it was an online order. It would seem that the swap from plusnet to ee is PROBLEMATIC.

[James_B]

Hi @Clarkd,

If it's a brand new EE SIM, it should be pre-activated. Only replacements need to be manually activated.

Does it connect to the EE network if you put it into your phone?

James

[Clarkd]

Hi. No it isn't recognised at all.

[James_B]

Hi @Clarkd,

Do you see a invalid or no SIM message on your phone?

James