topic Impossible to order an additional Sim in Archived Posts

Impossible to order an additional Sim

mikeritchie — Wed, 25 Nov 2020 20:53:39 GMT

I have a 24 month Sim card. I want to order an additional 24 month Sim card. I don't have any EE phones. No matter how I try to order the 2nd Sim I am told that I cannot upgrade yet. IT IS NOT AN UPGRADE! I despair at the gross incompetence of your website and processes. You make it impossible for me to spend a further £500 with you. EE treats their customers with an extraordinary degree of contempt.

Re: Impossible to order an additional Sim

Christopher_G — Thu, 26 Nov 2020 10:12:56 GMT

Hi @mikeritchie

I'm sorry to hear that you're having some problems ordering.

Could you try using a different device or browser to see if it works please?

I've just tested this with my personal My EE account and it seems to be allowing me to add an additional SIM only plan.

Chris

Re: Impossible to order an additional Sim

mikeritchie — Thu, 26 Nov 2020 10:20:22 GMT

Exactly the same problem using a PC rather than my phone. If it works for
you perhaps you're not a recent joiner to EE? The problem with the EE
website is that it is full of circular routes, dead-ends and lobster pots.
Also, the various menus (where you have to make a choice to proceed) are
limited and do not include options describing what I actually want to do.
The website is fine as long as I do what EE dictates - rather than allowing
me (the customer) to do what I actually want to do.

Re: Impossible to order an additional Sim

Christopher_G — Thu, 26 Nov 2020 10:28:42 GMT

I do know what you mean, when I chose to add a SIM only line, it took me to a page asking what I wanted to do. I chose 'shop for another device' which took me back to the main shop page, @mikeritchie.

I then scrolled down a little bit and chose the 'SIM only' tile which allowed me to choose a plan to add to the basket.

I'll feed this back to our web team to look into. In the mean time, I hope that helps you order your SIM.

Chris

Re: Impossible to order an additional Sim

mikeritchie — Thu, 26 Nov 2020 10:33:22 GMT

Thanks. I tried the 'Sim only' route and it still didn't lead anywhere I
wanted to go. This is not an isolated problem with your website ... it's
riddled with infinity loops and dead-ends. A fine example of form over
function.

Re: Impossible to order an additional Sim

Christopher_G — Thu, 26 Nov 2020 10:36:40 GMT

Thanks for trying, @mikeritchie

It may be worth chatting to our Mobile Care team to get your order through.

Chris