topic Why so difficult to activate replacement sim? in SIM cards & Porting

Why so difficult to activate replacement sim?

EeeEee-Cc-is-sh — Tue, 14 Jun 2022 18:23:30 GMT

Surely I can't be the first and only person to have experienced this:

I lost my phone last week (sim only contract) so ordered a replacement sim. It arrives and to activate it I have to go to ee.co.uk/simpin. Fine. Now the completely backwards bit about this, I fill in the serial number of the sim and ee in their infinite wisdom TEXT an activation code to my phone number. Honestly, how obvious is it that that isn't going to work?

No half hour on hold ringing the number on the website to activate a sim and it takes me to ee corporate, who can only transfer to a different department as I'm not a business account. Again, why is the number for sim issues the number for we corporate?

I'm bored going into more of this awful experience but it continued from there. So annoyed that for the first time in 10 years I've had an issue with ee that meant I had to do anything with ee other than pay them my bill

Re: Why so difficult to activate replacement sim?

Chris_B — Tue, 14 Jun 2022 19:05:11 GMT

@EeeEee-Cc-is-sh If your looking a EE business customer services webpage to get the number obviously your get through to EE business customer services.

Re: Why so difficult to activate replacement sim?

EeeEee-Cc-is-sh — Tue, 14 Jun 2022 19:09:18 GMT

@Chris_B then that would be another thing that begs belief, why would they put the address on the instructions of the business Web page for a personal sim replacement?

Re: Why so difficult to activate replacement sim?

chistery — Tue, 14 Jun 2022 21:36:49 GMT

@EeeEee-Cc-is-sh Sorry to probably state the obvious, but I assume you have tried the new SIM and see if it's already activated?

EE say:

Replacement for a lost, stolen or damaged SIM

The SIM should already be activated and ready to go. If not, call us on 150 using a EE phone, or call 07973 100 150

Re: Why so difficult to activate replacement sim?

James_B — Wed, 15 Jun 2022 06:37:36 GMT

Hi @EeeEee-Cc-is-sh,

Welcome to the EE Community. 🙂

Did you report your SIM as lost? If you did, your new SIM will already be activated.

If you ordered a new SIM online, without reporting it lost, you'll need to get in touch with Customer Care to activate it. It's important to do this as soon as possible as your old SIM could be used by anyone that finds it.

James