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SIM NOT PROVISIONED

Hi, I ordered a sim online (unlimited 12 month contract) and my sim card was lost in the mail. So I contacted support and they dispatched another one that I just received today. However, when I popped it into my phone, I got an error message "Sim Card Not Provisioned)

 

I read similar topics here and it seems that visiting a store fixes this error. Unfortunately, all EE stores are closed due to COVID-19 so I wonder if this can be fixed remotely or should I just go on and order yet ANOTHER sim.

 

Thanks!

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Re: SIM NOT PROVISIONED

Hi Leanne,

 

I called support, a very helpful CSR told me that usually I'd need to visit a store and get a replacement sim, but due to COVID-19 he would talk to a supervisor to try to fix it remotely. I gave him my current sim card's serial number and he activated it remotely.

 

I assume the problem was a conflict between the first sim that was lost in the mail and the second sim, so the serial number had to be matched up with my account by a supervisor on EE's database.

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EE Community Support Team

Re: SIM NOT PROVISIONED

Morning @TarekJan

 

Welcome to the community.

 

The SIM card may need registering for you, if you give our Mobile Care team a call they will check your account and help you with your SIM card.

 

Let me know how you get on.

 

Leanne 🙂

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Solution

Re: SIM NOT PROVISIONED

Hi Leanne,

 

I called support, a very helpful CSR told me that usually I'd need to visit a store and get a replacement sim, but due to COVID-19 he would talk to a supervisor to try to fix it remotely. I gave him my current sim card's serial number and he activated it remotely.

 

I assume the problem was a conflict between the first sim that was lost in the mail and the second sim, so the serial number had to be matched up with my account by a supervisor on EE's database.

View solution in original post

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EE Community Support Team

Re: SIM NOT PROVISIONED

I see @TarekJan

 

Thanks for coming back to me with an update 🙂

 

Glad they got this sorted for you.

 

Leanne.

 

 

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