New SIM still hasn't arrived

[sam2793]

I recently bought a new unlocked phone and decided to upgrade my SIM only for it. I put in the order and it the confirmation screen said it would be delivered by Royal Mail. However i never recieved an order confirmation email. I ordered this on Tuesday 2nd March. A week later i still haven't recieved my new SIM, despite my profile now saying that i am running the new SIM only plan.

[Jon_K]

Hi @sam2793.

Does your current SIM card fit in the new phone?

Jon

[sam2793]

Hi @Jon_K 

It does.

[Jon_K]

Thanks @sam2793.

You can use this SIM card in the new phone, we usually only send a replacement SIM if you need a different size.

I'm sorry to hear one hasn't arrived if you were expecting one.

Jon

[sam2793]

Hi @Jon_K 

When i put my current SIM in my new phone it still comes up with my old data plan, but also it gives me an entirely different phone number which is not what i wanted. However on my profile it lists my number as the same it always has been. I don't suppose you could advise any further on this?

[Jon_K]

I see, @sam2793.

Did you complete this upgrade online?

Is your current SIM card an EE one?

Jon

[sam2793]

@Jon_KYes i completed this upgrade online. Once i processed it it said that new SIMs will be delivered via Royal Mail. When my new phone arrived i transfered my current SIM card to it so i had a phone still, as my old one was struggling to stay on. I then waited a few days to see if my new upgraded SIM would arrive, but i have had nothing yet. I checked the SIM settings on my new phone and that's when i noticed my phone number had changed.

My current SIM is an EE one.

[Jon_K]

Thanks @sam2793.

What make/model phone are you now using?

Are you able to manually change the number? 

Can you make calls and texts?

Jon

[sam2793]

@Jon_KMy new phone is a Samsung Galaxy S20 FE. My old phone was an LG Google Nexus 5x

I don't seem to be able to change the number, however my old number still works. I have tested it with several people now and can still accept calls and texts on my new phone when the SIM is in. I tried calling the new number that appeared but it doesn't connect to anything, so im not sure what's happened there.

The only remaining issue is that it's still showing my old data plan. I upgraded from 2GB to 120GB, but it's still showing 2GB of data avaialble on the new phone.

[Christopher_G]

So just to clarify, @sam2793, do you have two active SIM cards? One working with your old number as normal and a new one with a new number on it?

Chris