topic Re: Replacement SIM needed - cannot call EE in Archived Posts

Replacement SIM needed - cannot call EE

gdlavery — Mon, 07 Dec 2020 19:37:51 GMT

My SIM has been damaged and I need a replacement. I can only see advice to call 150 but I can't do this because my SIM is damaged and I have no working phone.

I also need to update my home address so that the SIM is sent to the right place. In order to do this I need to enter a verification code, but I can't recieve the code because I have no working phone.

Is there no EE support available via an online chat?

I want the replacement SIM as soon as humanly possible. Could I buy a 99p SIM out of my local Tesco and quickly get EE to switch my number to that SIM with a PAC code? Again, is this something I could I do without a working phone?

Re: Replacement SIM needed - cannot call EE

bristolian — Mon, 07 Dec 2020 20:28:59 GMT

Hi @gdlavery and welcome to the EE Community!

Firstly are you PAYG or pay-monthly? Live chat is only available to pay-monthly customers.

You can contact EE C/S from any working phone, by using 0800 0798586.

I would recomend you call C/S, and they can hopefully resolve this for you.

Re: Replacement SIM needed - cannot call EE

gdlavery — Mon, 07 Dec 2020 23:09:47 GMT

I'm on a pay-monthly contract. But I couldn't see an option for live chat.

Re: Replacement SIM needed - cannot call EE

Katie_B — Tue, 08 Dec 2020 08:13:28 GMT

Hello @gdlavery.

The live chat option can be found on this page.

As soon as there is an agent available you will see the 'Start Chat' button appear.

Katie 🙂

Re: Replacement SIM needed - cannot call EE

gdlavery — Tue, 08 Dec 2020 10:29:37 GMT

Still there is no "Start Chat" button available.

I see headers saying "Customer service, "Technical support" and "Join EE" but there are no buttons.

Re: Replacement SIM needed - cannot call EE

Katie_B — Tue, 08 Dec 2020 10:52:55 GMT

Hi @gdlavery.

Are you able to select pay as you go and go back to pay monthly?

I have done this and it has appeared.

Katie 🙂

Re: Replacement SIM needed - cannot call EE

gdlavery — Tue, 08 Dec 2020 11:42:46 GMT

Tried this and nope it hasn't worked I'm afraid.

Re: Replacement SIM needed - cannot call EE

gdlavery — Tue, 08 Dec 2020 11:45:23 GMT

Does the "Start Chat" button come and go as agents are available? That is an unbelievably bad system if so.

I really really need a solution to this. Frustrated with EE's support here.

Re: Replacement SIM needed - cannot call EE

Katie_B — Tue, 08 Dec 2020 11:54:57 GMT

Hi @gdlavery.

That's right the chat button appears when an agent is available.

Have you tried another browser?

Alternatively, our customer care team is available to call from any landline or mobile on 0800 079 8586.

Katie 🙂

Re: Replacement SIM needed - cannot call EE

gdlavery — Tue, 08 Dec 2020 15:20:49 GMT

So EE customers in need of support who don't have access to a phone are expected to sit and look at an empty page waiting for the "Start Chat" button to appear, with absolutely no idea if or when it will?

That is a shambolic and insulting system. A queue system would be so so easy. Clearly Live Chat has been made deliberately difficult to access so that customers are funnelled towards calling up instead. I suppose the demand for Live Chat is high and EE don't want to invest what's needed to meet that demand and support their customers.

I don't have access to a working phone right now which is exactly why I need support. I've been a loyal customer for years and have a substantial amount oin bills over the years. To be treated with such disregard by EE in my moment of need - deliberately - I find appalling.

I'm now going to seriously looking elsewhere for my phone contract as a result.

Re: Replacement SIM needed - cannot call EE

Katie_B — Tue, 08 Dec 2020 15:39:42 GMT

Hi @gdlavery.

I am very sorry we have no account access here on the community to help further.

Please can you confirm if you have tried another browser?

Another alternative would be visiting your local store, you can enter your postcode using the store finder to locate your nearest store.

Katie 🙂

Re: Replacement SIM needed - cannot call EE

gdlavery — Tue, 08 Dec 2020 15:57:50 GMT

Using Microsoft Edge instead of Chrome, the Start Chat button has now appeared. But I still can't progress any further, I am hitting the same brick wall.

"Sorry, we aren’t able to assist with your query on chat."

Re: Replacement SIM needed - cannot call EE

James_B — Tue, 08 Dec 2020 16:29:30 GMT

Hi @gdlavery,

Have you been able to start a chat yet?

Thanks

James

Re: Replacement SIM needed - cannot call EE

gdlavery — Tue, 08 Dec 2020 16:51:49 GMT

Thanks for the advice Katie_B and James_B for the follow-up. Yes I was finally able to start a chat and the agent was able to solve the problems I faced. The support via this forum helped.

But my suspicion that Live Chat is deliberately inaccessible was confirmed by the mandatory question before starting the chat asking something like "If you couldn't use Live Chat how would you have found your answers".

When I finally accessed the support I needed, the Live Chat agent solved my problem quickly and with professionalism. There obviously should be a queue system for the Live Chat. I can't overstate how much EE alienated me in my hour of need by placing deliberate hurdles in the system so that customers are pushed to call support by phone. Enormously disappointing customer service.

Re: Replacement SIM needed - cannot call EE

James_B — Tue, 08 Dec 2020 16:57:46 GMT

Hi @gdlavery,

Thanks for this feedback. I'm sorry you found it difficult to get the help you needed initially but glad it's now been sorted.

James

Re: Replacement SIM needed - cannot call EE

Zaja1972 — Mon, 15 Nov 2021 03:14:00 GMT

My phone has been stolen with my ee sim i need a replacement sent to my address

Re: Replacement SIM needed - cannot call EE

Katie_B — Mon, 15 Nov 2021 07:13:07 GMT

Hello @Zaja1972.

I am sorry to hear your phone has been stolen.

I would recommend giving our customer care team a call and reporting this with them.

The team can reached by calling 0800 079 8586 from any landline or provider.

They will then also be able to send a replacement SIM.

Alternatively, you could visit your local EE Store with some photo ID.

Katie 🙂