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Sim

HR212
Investigator
Investigator

‎08-11-2023 08:40 PM

Got a new phone today, upgraded plan but was told to put my old sim card into new phone. Set up new phone and put the sim card in- nothing has happened and doesn’t look like I have any network provider on the new phone?

0 Helpful
6 REPLIES 6
James_B
EE Community Manager
EE Community Manager

‎09-11-2023 08:27 AM

Hi @HR212,

Welcome to the EE Community. 🙂

Did you upgrade direct with EE?

Does your SIM work if you put it back in your old phone?

James

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HR212
Investigator
Investigator
In response to James_B

‎09-11-2023 10:55 AM

I upgraded direct with EE and no it doesn’t work in my old phone now!

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James_B
EE Community Manager
EE Community Manager
In response to HR212

‎09-11-2023 11:03 AM

Did you receive a new SIM with your phone @HR212?

James

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HR212
Investigator
Investigator
In response to James_B

‎09-11-2023 11:18 AM

No I was told to put my old sim into the new phone

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James_B
EE Community Manager
EE Community Manager
In response to HR212

‎09-11-2023 11:36 AM

Hi @HR212,

Even if you had received a new SIM, your old one should have remained active unless you registered the new one online.

Have you double checked the SIM is inserted correctly?

Are there any signs of damage?

If not, I'd recommend contacting Customer Care so an EE Guide can check the status of your SIM card.

James

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selina83
Investigator
Investigator

‎09-11-2023 11:41 AM

is it a reconditioned phone? 

when i upgraded to a good as new handset 2 years ago my old sim did not work neither did the new sim, turns out the phone had been blocked. They sent out another handset and had no issues since. I upgraded to a brand new handset this time though due to this issue.

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