topic Re: Replacement Sim not arrived in SIM cards & Porting

Replacement Sim not arrived

Kg1999 — Tue, 31 Oct 2023 01:49:33 GMT

I am out of the UK for 24 months and EE have deactivated my mothers Sim who is on my account. Asked for a sim on 20th of October today is 31st of October and still no sim arrived in the post. Whenever I ring I get the same answer from the call centre. “ sorry we will send a new one out and credit your account ” my next option is to cancel my contract and put in a huge complaint. Mothers phone number is used for business and she is losing customers as we speak. Stores are refusing to give her one. I have ran out of options.

Re: Replacement Sim not arrived

Leanne_T — Tue, 31 Oct 2023 08:58:13 GMT

Hi @Kg1999

I am very sorry to hear the SIM has not been delivered.

The SIM can take 2-5 working days to arrive and will be posted by Royal Mail.

Could you check the address is correct if you log into the EE app and select Profile, Settings and Permissions.

Leanne.

Re: Replacement Sim not arrived

Kg1999 — Tue, 31 Oct 2023 09:02:59 GMT

I literally said its been 10 days 😂…

Best wishesKevin Ghasemi

Re: Replacement Sim not arrived

Leanne_T — Tue, 31 Oct 2023 09:04:37 GMT

Just to check, has it been 10 days since you last spoke to our customer care team and they issued another SIM? @Kg1999

Could you check the address in your EE app to make sure this is correct?

Leanne 🙂

Re: Replacement Sim not arrived

Kg1999 — Tue, 31 Oct 2023 09:06:59 GMT

The address is correct 🙂 I have only lived at one address, i spoke to your colleague Last night and he said estimate delivery date is 30th of October. 2nd replacement sim was send out on 27th. First sim was ‘sent’ on the 24th didn’t arrive so I rang on 27th and your colleague posted a 2nd one.

Best wishesKevin Ghasemi

Re: Replacement Sim not arrived

Leanne_T — Tue, 31 Oct 2023 09:37:45 GMT

I see @Kg1999

If the last request has not been delivered, please call us again and the team will get this looked into further for you.

Leanne.