Can't track my SIM card

Flaovo — Fri, 27 Sep 2024 17:05:16 GMT

I ordered a PAYG phone card about a week ago and requested a carry number to my old phone number, when an email was sent saying
“We are processing your order and will let you know when your items will be dispatched”
But a week to the day this phone card has not been dispatched, (having already paid the £15 fee). So I ordered another PAYG phone card yesterday, still asking for portability to my old phone number, but this time I only got an email saying:
You'll find details of your new plan in this email, so please keep it safe.
And just a little reminder that your new number will be transferred to your current number within 24 hours.
I went to check my order information and the webpage said
“Your tracking timed out.
Search again for the latest info on your order.”
No delivery was made, it just said that my current subscription was changed and that my current number will be transferred, does this mean that I will be forced to deactivate the phone card I am currently using from another carrier without getting an EE SIM card.
I'm wondering if this phone card I ordered today will still be delivered to my address, after I've already ordered one before with this PAC number and it wasn't delivered.
Now that I've been charged twice, will the bill be refunded to my bank card?

Re: Can't track my SIM card

Michael_D — Sat, 28 Sep 2024 09:06:56 GMT

Hi @Flaovo

Welcome to the community.

I would have expected the original SIM to have been with you by now.

If you have not received this yet, I would recommend speaking to our customer service guides, so they can look at the orders and make sure one is on the way and look at the top-ups that you made and the number port.

You can see how to reach the team on our Contact Us page.

Michael

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Can't track my SIM card

Re: Can't track my SIM card