topic Re: New SIM still hasn't arrived in Archived Posts

New SIM still hasn't arrived

sam2793 — Wed, 10 Mar 2021 14:47:49 GMT

I recently bought a new unlocked phone and decided to upgrade my SIM only for it. I put in the order and it the confirmation screen said it would be delivered by Royal Mail. However i never recieved an order confirmation email. I ordered this on Tuesday 2nd March. A week later i still haven't recieved my new SIM, despite my profile now saying that i am running the new SIM only plan.

Re: New SIM still hasn't arrived

Jon_K — Wed, 10 Mar 2021 16:39:02 GMT

Hi @sam2793.

Does your current SIM card fit in the new phone?

Jon

Re: New SIM still hasn't arrived

sam2793 — Wed, 10 Mar 2021 16:44:45 GMT

Hi @Jon_K

It does.

Re: New SIM still hasn't arrived

Jon_K — Wed, 10 Mar 2021 16:54:07 GMT

Thanks @sam2793.

You can use this SIM card in the new phone, we usually only send a replacement SIM if you need a different size.

I'm sorry to hear one hasn't arrived if you were expecting one.

Jon

Re: New SIM still hasn't arrived

sam2793 — Wed, 10 Mar 2021 16:58:27 GMT

Hi @Jon_K

When i put my current SIM in my new phone it still comes up with my old data plan, but also it gives me an entirely different phone number which is not what i wanted. However on my profile it lists my number as the same it always has been. I don't suppose you could advise any further on this?

Re: New SIM still hasn't arrived

Jon_K — Wed, 10 Mar 2021 17:46:08 GMT

I see, @sam2793.

Did you complete this upgrade online?

Is your current SIM card an EE one?

Jon

Re: New SIM still hasn't arrived

sam2793 — Wed, 10 Mar 2021 17:54:54 GMT

@Jon_KYes i completed this upgrade online. Once i processed it it said that new SIMs will be delivered via Royal Mail. When my new phone arrived i transfered my current SIM card to it so i had a phone still, as my old one was struggling to stay on. I then waited a few days to see if my new upgraded SIM would arrive, but i have had nothing yet. I checked the SIM settings on my new phone and that's when i noticed my phone number had changed.

My current SIM is an EE one.

Re: New SIM still hasn't arrived

Jon_K — Wed, 10 Mar 2021 18:28:45 GMT

Thanks @sam2793.

What make/model phone are you now using?

Are you able to manually change the number?

Can you make calls and texts?

Jon

Re: New SIM still hasn't arrived

sam2793 — Wed, 10 Mar 2021 19:25:38 GMT

@Jon_KMy new phone is a Samsung Galaxy S20 FE. My old phone was an LG Google Nexus 5x

I don't seem to be able to change the number, however my old number still works. I have tested it with several people now and can still accept calls and texts on my new phone when the SIM is in. I tried calling the new number that appeared but it doesn't connect to anything, so im not sure what's happened there.

The only remaining issue is that it's still showing my old data plan. I upgraded from 2GB to 120GB, but it's still showing 2GB of data avaialble on the new phone.

Re: New SIM still hasn't arrived

Christopher_G — Thu, 11 Mar 2021 07:58:39 GMT

So just to clarify, @sam2793, do you have two active SIM cards? One working with your old number as normal and a new one with a new number on it?

Chris

Re: New SIM still hasn't arrived

sam2793 — Thu, 11 Mar 2021 15:14:11 GMT

@Christopher_GNope, i have one active SIM, my original SIM that i had in my old phone. I put that in my new one, while i waited for the upgrade to arrive. But when i put it in my new phone it started to show a different phone number. However my old number still worked with this SIM, so i really have no idea where this new number came from. I've tried calling this number but it doesn't connect to anything.

Besides this, my profile is saying that i have upgraded to the new SIM only plan and can see all the benefits on the website, but my SIM is still showing my old plan, and data allowence. So i really don't know if this is going to get electronically upgraded or if a new SIM with the new plan is going to arrive in the mail.

Re: New SIM still hasn't arrived

Christopher_G — Thu, 11 Mar 2021 15:30:22 GMT

Ah, OK thanks, @sam2793. It should be perfectly fine to use the old SIM when upgrading to a new plan and phone.

When you say your SIM is showing your old plan, what do you mean? What does your My EE account say? Does it show the correct allowances?

Chris