Order completed on phone - no confirmation email

[acook1996]

Hi,

I recently left EE to join Three. The coverage was so poor that I cancelled within the 14 day cooling off period to rejoin EE. Upon trying to purchase a sim only contract yesterday, I ran into trouble with the purchase as the EE website thought I was an existing customer, although the account shows as closed if I try to log in. Thankfully, I was able to complete the order over the phone with a basket reference number, however I haven't received a confirmation email of any sort - is this normal, or should I be concerned that the order hasn't actually gone through? Could it be that the email address  I used to purchase didn't get recorded as I had to complete the order on the phone?

On a slightly related note, does anyone know how long sim cards generally take to arrive? I've heard 2nd class post, and I'm travelling to London for a couple of days on Wednesday so just wondered if I might be cutting it a tad close! 

[Jon_K]

Hi @acook1996.

Welcome to the EE Community 🙂

Have you checked your junk/spam folders in your emails?

New connection SIM cards will usually be with you within 2-3 working days.

Jon

[acook1996]

Hi Jon,

Thank you for the fast reply! I have checked the junk/spam folders in my emails - unfortunately there is nothing there yet! My EE account also still shows as cancelled, although I suspect this might be the case until I receive the new SIM? What would be the best way to check if the order has definitely gone through?

Oh okay - so if I ordered yesterday then hopefully I should be okay, thank you! 

[Chris_B]

  @acook1996 as you left EE and closed your account and then decided to take out another Sim you need to set up a new account as your old account is associated with your old number.  You’ll probably need to call customer services so your email address can be removed from that old account so you can use that to setup a new account. 

[acook1996]

So I think this may be what happened yesterday. I did call customer services, as when I tried to place the order online it sent me an email telling me to call up. The guy then finished the order over the phone and said the sim card would be popped in the post, credit check completed and direct debit set up etc. I presume theres just been an issue with the email arriving because of the old account as you say, might be best for me to ring customer services. Thank you for the help!