topic Re: Sim not sent with new phone in SIM cards & Porting

Sim not sent with new phone

Fifimaguire — Wed, 23 Aug 2023 05:01:49 GMT

I’ve joined EE at the weekend. Or at least I have tried. As a new customer I placed an order on Saturday, received a new phone on Monday, but no sim! After 2 phone calls and about an hour in total on hold I’ve been told this was a known problem and I now have to return my phone(firstly I have to phone another number) and then they will send out another phone and a sim. This seems crazy. I’m away on holiday in a couple of days and really wanted my new phone to take away. Anyone know anything else I can do?

Re: Sim not sent with new phone

Christopher_G — Wed, 23 Aug 2023 08:06:38 GMT

Hi @Fifimaguire

Welcome to the community.

Did our customer service team say why you have to return the phone? You could get a replacement SIM card from an EE Store, if the problem is only that you didn't receive your SIM card.
Chris

Re: Sim not sent with new phone

Fifimaguire — Wed, 23 Aug 2023 08:13:12 GMT

Yes, they do. I even questioned if I could go into a store and they said I would still need to send the phone back. Being able to go into the store makes much more sense!

Sent from my iPhone

Re: Sim not sent with new phone

Christopher_G — Wed, 23 Aug 2023 09:16:36 GMT

We don't have access to your account here in the community, so I'm not aware of the reasons why they're asking for it to be returned, @Fifimaguire. If you want to pop into the nearest EE store, they'll do their best to explain and help.

Chris