Sim not activating - Sim only plan

[Peesterleetie]

I have just moved to EE and originally asked for an e-sim for speed of change over but it wouldn't work with my handset (which is unlocked) so went back and ordered a physical sim but this sim will not activate - could that be because I have an e-sim against my account as well?

[Schockwave]

Hello @Peesterleetie ,

Welcome to the community,

When did you port your number over? It usually takes 24 hours before your number has been ported, and you should get the text that the porting has completed.

If you ported your number from another network, does your SIM card from the other network still work?

[Peesterleetie]

Can I port my number if the sim is not activated? The advice I got from the 150 helpline was I would have to wait until my sim activated before I could port my number but I can't seem to figure out how to activate the sim. 

[Michael_D]

It would need to be an active line for the number to port over to @Peesterleetie.

When you spoke to 150, did they have a look into why the SIM was not active? 

When you got the physical SIM was it ordered online, over the phone with our team or did you get it in an EE store?

Michael

[Peesterleetie]

Thanks Michael_D - when I spoke to the helpline they just said it could take 24 hours (it was about 23 hours and 40 odd minutes).  I ordered the sim via the app - I actually order two sim cards (one for me and one for my husband).  I have tried both in my handset and waited the 24 hours with each and neither has activated.

I think I will just phone the 150 number again, and see if they can help.  I stay in Shetland, so not near an EE store, or I would just go in and ask.

Thanks for the advice

[Debbie_G]

Thanks for getting back to us @Peesterleetie.

Calling our customer service team is a good next step, especially since you're not near an EE store. They will be able to look into this further for you.

Let us know how you get on.

Debbie