topic Sorry, we can't show your order details right now. why? in Orders

Sorry, we can't show your order details right now. why?

marco74 — Tue, 30 Aug 2022 08:14:52 GMT

I was told that my new sim would be sent to my address by 08/29/2022. this did not happen. looking up track my order, it tells me unable to track order.
Why'?

Re: Sorry, we can't show your order details right now. why?

Leanne_T — Tue, 30 Aug 2022 10:33:38 GMT

Hi @marco74

Thanks for coming here.

SIM cards are sent by post and delivered by Royal Mail, this should arrive within 2-5 working days. No signature is required so you would be unable to track the SIM.

Leanne.

Re: Sorry, we can't show your order details right now. why?

marco74 — Fri, 02 Sep 2022 08:32:56 GMT

ok, the sim cards cannot be traced, but there is my current number there as i asked for portability.
if my sim is lost. stolen?
whoever finds it will have my number

Re: Sorry, we can't show your order details right now. why?

James_B — Fri, 02 Sep 2022 08:48:25 GMT

Hi @marco74,

When did you place your order?

James

Re: Sorry, we can't show your order details right now. why?

marco74 — Fri, 02 Sep 2022 08:56:16 GMT

hello, 08/24/2022

Re: Sorry, we can't show your order details right now. why?

marco74 — Fri, 02 Sep 2022 08:56:59 GMT

and I also received an email saying my sim was on delivery

Re: Sorry, we can't show your order details right now. why?

James_B — Fri, 02 Sep 2022 09:00:57 GMT

Hi @marco74,

Your delivery may have been delayed slightly by the bank holiday. If you don't receive it in today's post, please get in touch with Customer Care.

Thanks

James

Re: Sorry, we can't show your order details right now. why?

marco74 — Fri, 02 Sep 2022 09:02:05 GMT

ok thanks for your kind reply. hopefully today.

Re: Sorry, we can't show your order details right now. why?

James_B — Fri, 02 Sep 2022 09:04:02 GMT

No problem @marco74 🙂

James

Re: Sorry, we can't show your order details right now. why?

marco74 — Sun, 04 Sep 2022 12:19:30 GMT

I'm trying to text customer service, but they don't give me the spec only sim.
I think it made a fool of me to subscribe with EE, the delivery as told by them had to be on August 30th, and now nothing yet. I would like to cancel my contract, but the new card is my current number, I asked for portability

Re: Sorry, we can't show your order details right now. why?

Christopher_G — Sun, 04 Sep 2022 14:14:16 GMT

Hi @marco74

I'd suggest calling to speak to our Mobile Care team so that they can find out and explain what's happening.

Chris

Re: Sorry, we can't show your order details right now. why?

marco74 — Sun, 04 Sep 2022 14:51:27 GMT

Hi Christopher, contact customer service, contact the mobile care team, does this seem normal to you? since I am in the UK it is the first time that something like this has happened to me, some problems have happened, but always promptly warned, I am not just talking about telephone companies, always warned and very careful about your new and non-new customers.
but here I made a big mistake by relying on this telephone company, I am really disappointed, and I can not do anything even delete my subscription because my current number is on that EE card, which I do not know where it is.
Certainly mine on the appropriate channels will not be a good review

Re: Sorry, we can't show your order details right now. why?

_MrR_ — Sun, 04 Sep 2022 16:54:21 GMT

@marco74

So you're porting across to EE from another network? If so, relax. Your number won't port until the sim is activated. It's an outgoing call from that sim that triggers the porting process (which then takes one working day) so your number shouldn't have ported yet.

An alternative to calling customer care is go into an EE store with ID and see if they can issue you a new sim there and then. If you're still adamant you want to hate EE and blame them for postal delays (I'm sure you'll be aware that the mail workers have been on strike) then I would assume you'll be within a cooling off period to leave EE. Depending on the status of your number, you may need to port it out again.

But one would assume, once you're in possession of a SIM card then that's the issue resolved?

Re: Sorry, we can't show your order details right now. why?

marco74 — Sun, 04 Sep 2022 17:41:49 GMT

I'm sorry but you're wrong, my old man is no longer, I can't call and it works to receive, I went to my manager's app, and manager that my number is passed to another.
do you understand my problem?
Now I think so, because before with your sarcastic answer you did not understand my problem you had understood it.
If I don't hate EE once I get my sim back? this and to see how it behaves as a manager.
But I only relied on EE because I am a new customer for BT fiber and from there with some promotions I decided to change.
We hope my sim arrives by tomorrow, otherwise I can say goodbye to my number

Re: Sorry, we can't show your order details right now. why?

_MrR_ — Sun, 04 Sep 2022 17:44:55 GMT

I'm not sure I do Marco.

To help me understand

- Which network was your number with before you got a code to port to EE?

- Your number is not working now? What happens when you call, does it connect you to the EE voicemail? (assuming it's now moved across to EE)

- You say your number has passed to another? I don't understand?

I should add, I'm a customer too, not an EE employee so not trying to annoy you. 😀

Re: Sorry, we can't show your order details right now. why?

marco74 — Sun, 04 Sep 2022 18:33:03 GMT

Hi, no, don't worry, I don't think you want to bother me,
He doesn't tell me anything and that's the bad thing. It all started when my manager introducing me to work told me, Marco I tried to call you many times yesterday, the phone rang but you didn't answer, strange I say try now I have the phone with me. In fact the phone did not ring, Strange, I try to call you, nothing did not start the call. this went on for my entire shift, returning home I try my wife's phone, same as above.
I contact my old giffgaff operator whose message tells me that my number is no longer part of the network, so to make calls and receive I have to insert the new card of the new operator.
EHHHH to have it

Re: Sorry, we can't show your order details right now. why?

_MrR_ — Sun, 04 Sep 2022 18:45:38 GMT

So if you call your number now, what do you hear? Are there any recorded messages? Or does it sound like the number is disconnected?

If no sim arrives tomorrow, you definitely need to contact EE customer care again. So long as they can access your account, they should be able to advise the quickest way to resolve.

This does sound like a nightmare.