topic Re: SIM card not arrived in SIM cards & Porting

SIM card not arrived

aeprint — Wed, 13 Dec 2023 11:24:37 GMT

I have ordered my sim car more than 10 days ago but still not arrived yet!! I am new customer who is moved from Vodafone to EE after 23 years but EE just disappointed me! The customer service couldn’t help and they said wait!!!!! If you have not received it for next 48hours then go to EE shop and they will sort it out!!!! They are really helpful!!!!!!!!!!!!!!

Re: SIM card not arrived

Leanne_T — Wed, 13 Dec 2023 13:54:58 GMT

Hi @aeprint

I am very sorry to hear you have not received the SIM card. This should be delivered within 5 working days by Royal Mail.

If this does not arrive in the next few days, please visit an EE Store with photo ID, and they can provide a SIM card in store instead of another being sent through the post.

Let me know how you get on.

Leanne.

Re: SIM card not arrived

aeprint — Wed, 13 Dec 2023 14:07:20 GMT

Do you mean me to spend extra time, pay for parking charge and waiting in store to get my sim card? So what is the benefit of online ordering?

Re: SIM card not arrived

aeprint — Wed, 13 Dec 2023 14:11:12 GMT

Our postman just arrived now with my new sim card after 11 days! Nice one.

Re: SIM card not arrived

Leanne_T — Wed, 13 Dec 2023 16:43:03 GMT

Thanks for coming back and letting me know @aeprint

Leanne.

Re: SIM card not arrived

aeprint — Fri, 15 Dec 2023 09:40:29 GMT

Sim card arrived after 11 days and now waiting for 48hrs to transfer my old number to new sim card. For the first time with EE this is a bad experience!

Re: SIM card not arrived

Leanne_T — Fri, 15 Dec 2023 09:50:01 GMT

Thanks for the update @aeprint

I am sorry the SIM delivery has taken longer than expected.

The number should transfer the next working day after the EE SIM is inserted in a device and registers on the EE network, if this is before 5:30pm.

Leanne.

Re: SIM card not arrived

aeprint — Fri, 15 Dec 2023 11:02:23 GMT

The sim inserted before 5:30pm and today is next of next working day!!! Still not transferred. Unfortunately calling 150 was just waste of time! there is nobody there to talk. Very poor customer service. I am changing my mind to back to Vodafone again.

Re: SIM card not arrived

Leanne_T — Fri, 15 Dec 2023 11:27:04 GMT

Hi @aeprint

Our mobile guides are available by calling 150, they're may be a slight wait when you call.

Is the other network SIM card still working at the moment?

Leanne 🙂

Re: SIM card not arrived

aeprint — Tue, 19 Dec 2023 11:38:33 GMT

I am waiting around a week to transfer my old number to my new EE contract!! How long does it take?

EE advised next working day! Customer service advised 48hrs! EE shop agent said 2 to 3 days! Such a professional people!!

Re: SIM card not arrived

Leanne_T — Tue, 19 Dec 2023 11:56:04 GMT

Hi @aeprint

The transfer should complete the next working day after the EE SIM card has been used in a device to start the number port.

If this has not happened, please call us on 150 and the team can get the number transfer looked into for you.

Leanne.

Re: SIM card not arrived

aeprint — Tue, 19 Dec 2023 12:35:08 GMT

I did it 6 days ago but still nothing!

Re: SIM card not arrived

Leanne_T — Tue, 19 Dec 2023 13:05:09 GMT

I see @aeprint

Please call us again to get this fully investigated to see why the number has not transferred.

Leanne.

Re: SIM card not arrived

aeprint — Tue, 19 Dec 2023 15:51:33 GMT

What number can I call to speak an agent? 150 is just automated service and no option to tall with anyone!

Re: SIM card not arrived

aeprint — Tue, 19 Dec 2023 15:53:45 GMT

What number can I call to speak with an agent? 150 is just automated service and no option to talk with anyone!

Re: SIM card not arrived

Leanne_T — Tue, 19 Dec 2023 15:58:56 GMT

Hi @aeprint

If you call 150 and select technical support and then the option to speak to the team, when an agent is free the call will be answered 🙂

Leanne.

Re: SIM card not arrived

aeprint — Tue, 19 Dec 2023 16:12:33 GMT

Thank you