Sim swapped, not connected, about to travel! Need some help plz!

[ConorC93]

Hi, 

I’ve just swapped my sim as I upgraded my contract and handset from an iPhone SE 2020 to an SE 2022. I went through the process of sim swapping yesterday and my phone has yet to access the ee network. I want to make sure I’m definitely set up before I leave, but my flight is in an hour. I can’t call EE. I just get a call failed message. For example I wanted to set up a data roaming add on, but this doesn’t seem to be possible if my phone isn’t linked up to the network yet. Any advice? I’m away for a month. Am I just going to be without service? Or can this be resolved even if I’m out of the country? 

cheers,

Conor 

[ConorC93]

Hi Leanne,

Just checked and yes it does. Does that mean that the actual swap just
hasn’t happened yet?

Conor

[Leanne_T]

The SIM is registered if this is working for you in the old phone @ConorC93

Can you try putting the SIM back in the new phone and see if this is now up and running? 

Leanne. 

[ConorC93]

Hi Leanne,

I just turned off the one labelled at ‘primary’ and put the one I had set
to data as the ‘primary’ and it seems to have worked. Very confusing.
Thanks for your help!

Conor

[Leanne_T]

Hi @ConorC93

Glad to hear this is now sorted for you 🙂

Leanne.

[ConorC93]

Hi Leanne,

This is following our conversation on here, I got service and quickly paid
for a roam abroad pass. Then when I got off the plane in the USA, wasn’t
getting any service and when I tried to log in to clarify it said my ee
account has been blocked. I know this is a different issue, but I can’t
find any other way of contacting ee. Any idea why I might have been blocked
and how to resolve this?

Cheers

Conor

[Leanne_T]

Hi @ConorC93

Is your your My EE account showing blocked or the roaming and call abroad settings? 

Leanne.

[ConorC93]

I’m not sure if the two are linked. But I assume so. I can’t actually log
into my ee account or get on to the forums. The only way I’m able to
respond to this is directly through my email. I can’t call 150 because the
roaming hasn’t started yet for some reason.

[Leanne_T]

Thanks @ConorC93

In this case, you would need to call us from another phone on +44 7953966250 and the team can get this looked into further for you. 

Leanne.