Upgrade

[Chris-p]

I have 5 devices on my account, 3 are not being used so I had taken the SIM cards out.

i have since miss placed them. All were out of contract.

i upgraded one of them on Sunday 2-11-2025, the new device came with DPD on the 3 rd but the driver would not 

let me receive the delivery with out a PIN number which he said would have been text to me.

because I can’t not use the SIM cards I have not got a text PIN number. The DPD driver took it away and I do not know how to recover the device , have you any advice please?

[bristolian]

You could put the SIMs into another device, in order to receive the text message OTP

[Chris-p]

Thank you for your response but I have miss placed the sim

[bristolian]

Ah yes I missed that in your original post - my mistake.

You will need to report your SIM lost and get them replaced. Either face-to-face in an EE retail store with photographic ID, or by phone via CS, and then the replacements will be sent by second-class Royal Mail post to your billing address.

New SIMs will enable access to your text messages, which enable the OTP which in-turn enables delivery of your upgrade phones.

[Chris-p]

Ok thank you

[Leanne_T · Accepted solution]

Hi there @Chris-p 

Thanks for coming to the community. 

Have you tried downloading the DPD app to see if the PIN shows for the delivery, if nothing is showing please follow @bristolian's advice for a replacement SIM card.

If DPD have returned the device to us, once this has been received back at the warehouse your account would be updated to show the return and you can re-order the upgrade. 

Thanks. 

Leanne.

[Chris-p]

Hi Leanne

Thank you I have downloaded the DPD APP but no help there.

I phned EE and they have said when they receive it back they will credit my account.

Thank you

Chris