Activating SIM - Having a nightmare

[ewbie74]

I am having a nightmare getting a new sim activated.

The SIM arrived yesterday and placed it in the phone. It didn't activate so tried to call support for help. It wouldn't recognise the phone number assigned to the SIM card so I couldn't proceed any further. Logged a chat ticket and they couldn't help and told me I would need to phone up or wait 24 hours. Which I have already.

Tried to add the number to the EE account via manage my account and doesn't recognise it there either.

Hoping someone in the community can help provide guidance. 

[Schockwave]

@ewbie74 ,

Have you tried activating it here:

https://myaccount.ee.co.uk/app/activate-sim

[ewbie74]

Yes, it doesn’t recognise the number that came with the sim card

Sent from my iPhone

[Schockwave]

@ewbie74 , may be a stupid question, but where did you get the SIM card from?

[ewbie74]

Direct from EE

Sent from my iPhone

[Schockwave]

@ewbie74 , Is there an EE store near you? They may be able to help.

@James_B , are you able to help?

[ewbie74]

There is, but it is a 20 minute journey. If I had known the trouble I was going to have, I would have gone directly into the store.

Unbelievable in this day and age that a company like EE can not make this simple. This a PAYM contract and EE just don’t seem to want the business

[Schockwave]

Hopefully one of the EE teams here will be able to help.

@Leanne_T , are you able to help?

[Leanne_T]

Hi there @ewbie74

Thanks for coming to the community.

I have sent you a private message on here for some details.

Leanne.

[ewbie74]

Thanks Leanne but unfortunately I get this message when trying to reply to your private message. I haven't eve

You have reached the limit for number of private messages that you can send for now. Please try again later.

[Leanne_T]

Hi @ewbie74

Can you try and send me a new message by going to my profile and send a message?

Are you using a mobile or PC?

Leanne 🙂

[jcd998]

Hi there , Had same problem . Porting team at EE need a rocket and seem to be 'demi gods' in there own world.

The customer services at EE are second to none but have there hands tied with porting.

Make sure you keep at it as they can be very reassuring .

However .. if anyone from EE is reading this : customer service should be ok to instiguate porting and do the process themselves . Mines been almost 2 weeks now and number STILL not ported . Lots of promises

[ewbie74]

Eventually got some support going via Twitter. They were very helpful and identified a problem that could only be fixed by sending out a new sim card.

[Schockwave]

@ewbie74 . Thank you for letting us know, glad you got it sorted, did wonder whether it could be the SIM card.

[Schockwave]

@jcd998 , I would advise you to start your own thread if you want help with activating your SIM card, then one of the EE team in the forums will be able to help.

You may need to go back to the company you are porting from, as it may be something their end, just suggesting.

[jcd998]

Nope ... previous company sorted . It’s EE’s bag and the porting team unapproachable.
Customer service cannot help


Sent from my iPhone

[Schockwave]

@Christopher_G , @James_B , are you able to help @jcd998 ?

[Christopher_G]

Hi @jcd998

Welcome to the community. 

Our Mobile Care team should be able to investigate your porting problem further. If the port hasn't completed, they'll be able to send a request over to the other network provider to send everything over.

I've sent you a private message to get some more information from you.

Please take a look and get back to me.

Chris