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BT/EE SIM only not taking calls, straight to voicemail after long pause, no ringing..

Hi,

We have a Family SIM and whilst 2 of them are working fine, one isn't and is going straight to voicemail when called, after a long silent pause, no ringing can be heard. A text is then received to say you have missed a call. Call can also randomly fail. Doesnt matter whether shes on wifi or 4G.

I cant find a way of reporting this fault as I'm unsure if this sits with BT or EE? I cant find an account number but can see we are paying the bill.  I need to sort the problem urgently

can anyone on here help?

thanks

Jo

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