Just upgraded a phone - incorrect sim has swapped

[saj5]

Okay so the title probably doesn’t make any sense.

Our whole family is under the same EE account, we have three phones in total. My mum has just upgraded her phone, we put the new sim in her new phone and did the sim swap as directed. When prompted to enter the phone number of the sim we obviously put hers. We wait for a verification code to continue the swap, she hadn’t received the code on her phone but I have received the code on mine. I don’t think anything of this because I always get the texts from EE. 

Fast forward three hours, my phone now has no data, calls or texts. I thought this was a bit weird so I restarted her new phone and it now has signal. I called my number from her old phone - which is still working perfectly fine - and her new phone rings. 

Basically the wrong sim has been swapped. We checked the details of the letter and it definitely says her number. Please help, she’s going on holiday tomorrow and I can’t be without a working phone for a week.

[bristolian]

Hi @saj5 

Ordinaily, upgraded phones are supplied with replacement SIMs incase, for whatever reason, the existing SIM isn't suitable or doesn't work. If a user's existing SIM works in the upgraded phone, then there is no reason to replace the SIM "just because" and it's far easier to just put the existing SIM in the new phone and carry on.

All that said - this is a public internet forum and there is no access to individual customer accounts on here. I would recommend you call EE C/S on 150 in the morning, they will have access to your specific account and will be able to advise further.

[saj5]

@bristolian thank you, that’s what I was dreading as I know there will be a long wait time. 

In your opinion, do you think it would resolve if I just switched the sim from the new phone into my phone and then switch the sim from my mums old phone into the new phone?

[Leanne_T · Accepted solution]

Hi there @saj5

Thanks for posting in the community.

I would suggest calling us on 150, our Mobile Care team can help with the SIM cards and let you know the best way to resolve this for you both 🙂

Let me know how you get on.

Leanne