topic Phone stolen require replacement SIM in Archived Posts

Phone stolen require replacement SIM

eoghancmchugh — Sat, 21 Nov 2020 19:06:49 GMT

My phone was stolen 11.11.2020.

I spoke to an EE rep on the day. He said he had posted a replacement EE SIM for me to recover my number. A week and a half later, that SIM has not arrived.

How long does it take? Is there anything else I can do or need to do to get a replacement SIM? I am currently out of the UK and am not able to physically go into a EE shop.

Re: Phone stolen require replacement SIM

Northerner — Sat, 21 Nov 2020 19:49:41 GMT

Hi @eoghancmchugh

It wil! Take as long as the post office currently take to deliver post. With Covid they have a reduced number of staff all over the country.

As for your second point, there are no EE stores open in the UK at the moment.

Thanks

Re: Phone stolen require replacement SIM

Katie_B — Sun, 22 Nov 2020 07:53:15 GMT

Hello @eoghancmchugh.

Thanks for coming to the community.

I can see you have been provided some great help so far from @Northerner.

Please can you confirm the address your SIM is being shipped to is a UK address?

Speak soon,

Katie 🙂

Re: Phone stolen require replacement SIM

eoghancmchugh — Mon, 23 Nov 2020 13:42:35 GMT

Hi @Katie_B,

Many thanks on coming back to me.

Yes, replacement SIM is being sent to an address in the UK.

The address is:

**** ************************************

If able to see, can you confirm if a SIM has been sent out to this address yet, please?

All the best,

Mod edit: [please do not post personal information on the community].

Re: Phone stolen require replacement SIM

Katie_B — Mon, 23 Nov 2020 13:43:59 GMT

Hi @eoghancmchugh.

I am unable to track SIM deliveries.

I would recommend getting back in touch with our customer service team who can check the SIM has been sent.

Katie 🙂

Re: Phone stolen require replacement SIM

eoghancmchugh — Mon, 23 Nov 2020 13:58:12 GMT

Hi @Katie_B,

Thank you for your message.

I am still in Morocco with irregular access to WiFi. Calling EE is a massive and costly hassle. Is there anyway you could reach out to the team and confirm if the SIM has been sent.

I was assured on the call that a new SIM was being sent. That was two weeks ago tomorrow.

Many thanks,

Re: Phone stolen require replacement SIM

Katie_B — Mon, 23 Nov 2020 15:04:30 GMT

Hello @eoghancmchugh.

Unfortunately, this would require account access which we do not have here on the community.

Are you pay as you go or pay monthly?

Katie 🙂