topic Re: New phone nightmare in SIM cards & Porting

New phone nightmare

Pilko72 — Sun, 02 Feb 2025 13:27:08 GMT

I have upgraded my phone and the sim isn't working in my new phone. And i have no network in my old phone. I have no network and no access to another phone to call

Re: New phone nightmare

Pilko72 — Sun, 02 Feb 2025 13:35:16 GMT

I've upgraded , neither my new or old Sims work

Re: New phone nightmare

Linzi_H — Sun, 02 Feb 2025 15:30:54 GMT

Hi @Pilko72

Welcome to the Community.

Just so I'm reading things right here, the old SIM and your new SIM don't work in either your old phone or new phone?

Speak soon,
Linzi

Re: New phone nightmare

Pilko72 — Sun, 02 Feb 2025 15:37:30 GMT

Yes that's correct, my old sim has been deactivated, I am disabled and I need my phone

Re: New phone nightmare

Rach_H — Mon, 03 Feb 2025 08:15:23 GMT

Are both your old and new phones with EE @Pilko72?

Rach

Re: New phone nightmare

Pilko72 — Mon, 03 Feb 2025 09:18:35 GMT

Yes both of them are, I've spoke to customer services last night for 90 minutes once my son was home as I had to wait for a working phone. And given the fact that I was accused of ordering 2 new sims which wasn't the case ,I will be making a formal complaint and speaking to the regulator. As I'm disabled and rely on my phone this "mistake" has caused me alot of stress and problems and I still have no working network since Saturday evening

Re: New phone nightmare

bristolian — Mon, 03 Feb 2025 09:22:24 GMT

For general info, a replacement SIM is often supplied with upgrade phones incase, for whatever reason, there's a problem with your current SIM or it doesn't fit a new phone. If your existing SIM is working and fits your new phone, there's no need to unnecessarily replace it.

Ofcom, the industry regulator, doesn't deal with individual customer complaints but refers you to EE's formal complaints process.

Re: New phone nightmare

Rach_H — Mon, 03 Feb 2025 09:42:39 GMT

Did the team advise what the next steps would be @Pilko72?

Even if both SIMs are on your account, you do have 14 days to cancel without any penalty.

Rach

Re: New phone nightmare

Pilko72 — Mon, 03 Feb 2025 10:39:55 GMT

This information was not given to me, I ordered 2 phones on 2 lines , both were sent with new sims and a text to activate them .we did that and one was OK and the other (mine) wasn't. The reason given to me for my disconnection was because a new sim was ordered when setting up the phone. I didn't do this ,neither have I had any confirmation of a new sim or the money taken. As for the 14 day cooling off that's not a solution for ee's error. I have been a ee customer for many years ,several of them with multiple phones. Yet the only recourse is I have to wait for a new sim and have to pay for a handset and tariff I cannot use which has also left me in a vulnerable position

Re: New phone nightmare

Pilko72 — Mon, 03 Feb 2025 10:42:27 GMT

Their response was to wait for another sim or go to an ee shop which I can't get to.

Re: New phone nightmare

Rach_H — Mon, 03 Feb 2025 11:00:42 GMT

Thanks you for letting me know a little more about what has been happening @Pilko72.

I was making you aware of cancellation incase there was an extra line that wasn't needed.

It sounds like the SIM you've been sent may be faulty, which I appreciate isn't ideal. If the team have sent one out we will get this to you as swiftly as possible, as we don't want you to be left without a connection.

Once this is resolved then you can get back in touch with the team, and they can look into the time when you've been left without service.

Rach

Re: New phone nightmare

Pilko72 — Mon, 03 Feb 2025 12:32:17 GMT

I was told last night I had ordered a new sim on Saturday evening, which I know I didn't and never received a confirmation either. Obviously lies by ee