New Sim not arrived, old one cut off

[Joanne-W]

Hi.

I recently ordered a sim only sim card for my step-dad to use in his phone, as he was using pay monthly and going through his credit very fast due to being in hospital. It is now over a week since I ordered the sim card and it still hasn't arrived. Also his current sim card has been cut off in anticipation of the new card, so he can no longer use the phone to make or receive calls.

Please bear in mind that my step-dad is 83 and has just lost his wife (my mother) due to Covid-19 and he has just been declared free of the virus.

I'm finding it very stressful trying to deal with this along with all the other issues you have to deal with when your mother passes away! 

[James_B]

Hi @Joanne-W,

Welcome to the EE Community.

I'm very sorry to hear of your loss.

How and when did you order the new SIM? Is your step Dad on EE pay as you go?

Thanks

James

[Joanne-W]

Thanks for the reply.

My stepdad has an old phone which was on T-Mobile. He had the phone and top-up card with him when he and my Mum were both in hospital. He can't top the phone up himself so usually one of his carers does it for him. As they were both on a Covid ward I couldn't get the top up card from him to top it up. My partner tried t top it up on line but because it was on an old T-Mobile account, this wasn't possible, after speaking to someone from EE he eventually got the phone transferred into his name and topped it up.

There was £50 credit on the phone which he has used in only a couple of weeks, so I thought it best to swap him to a sim only account that I could pay along side my own. I rang a week last Friday (19th) and ordered the new SIM card which they said would take two or three days. I was fine with that but they didn't say they would cut off the old sim before the new one arrived. Now he has a phone he can't use until the new card arrives.

[James_B]

Hi @Joanne-W,

Thanks for the extra detail, I've sent you a private message.

James