Hello @Pippamcewan ,
Welcome to the community,
Have you upgraded with EE or are you a new customer?
If you have moved to EE and given EE your PAC code, have you tried restarting your phone?
If you upgraded, are you using the SIM card you originally had with EE? If not, are you able to put your original SIM card in your new phone and see if that works? There is no need to use a new SIM card if the original one still works.
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
