topic Modem Delivery in Mobile Services

Modem Delivery

Slowcoach — Thu, 13 Feb 2025 11:30:51 GMT

Ordered a 5g modem with unlimited SIM. Received a delivery today via DPD in envelope containing only a Sim card. Do they normally send modems/sims in 2 package or one?

Re: Modem Delivery

Slowcoach — Thu, 13 Feb 2025 13:42:24 GMT

Ordered 5g mobile modem. Delivery was only a sim card, no modem /router. Called helpline who said I don't need 5g, started to sell me fibre system. I asked for what I ordered to no avail after much discussion I asked to cancel all orders. The call was cut. I have no idea of the current status. Ref xko*********

[Mod edit - removed order number from public view]

Re: Modem Delivery

Slowcoach — Thu, 13 Feb 2025 13:39:39 GMT

Ordered a 5g mobile modem /router , delivery was an envelope containing only a sim card. Called helpline no help, said I don't need 5g I needed fibre and started to cancel my original order and sell me a new device. Asked all questions answered in my original order, got so confused I asked to cancel all orders. Call was cut off. I now have no idea of my current status. I only have a sim card and nothing to put it into.

Re: Modem Delivery

Michael_D — Thu, 13 Feb 2025 13:45:01 GMT

Hi @Slowcoach

Welcome to the community.

If you've ordered a pay monthly device, whether it be a phone or 5G router, the SIM would usually come in with the device, rather than separately.

Our team shouldn't be trying to sell another product when you are trying to chase the order though.

We don't have access to the order or accounts here on the community, so I would recommend giving the team another call and asking about the order again. If the SIM has been sent, there would be an account created, so they'd be able to see what is happening for you.

I've also merged your posts into the one thread so we have everything together and you aren't getting multiple replies in different parts of the community.

Michael