Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

This page is no longer active

close

   

For up-to-date information and comments, search the EE Community or start a new topic.

Order upgrade from PAYG to Monthly - Not heard anything

JerryTheBerry
Contributor
Contributor

‎11-03-2021 07:40 PM

Hi,

Unsure whether this is the correct place to ask.

 

I placed an order to upgrade from PAYG to Pay Monthly last Friday evening (5th March),  I have received the email confirmation the same evening. However, nearly a week on, I'm still on PAYG and haven't heard anything since.

 

I have just been communicating with the Customer Services online chat and they have advised me to continue to wait a few more days for my DPD delivery to come through.

 

So, how long do I actually have to wait until my order is completed?

I assumed that because I was upgrading a PAYG sim (purchased last November) to Pay Monthly, it would be upgraded without the need for anything to be posted to me.

I was also expecting the order to have been completed in less than a week.

0 Helpful
5 REPLIES 5
bristolian
EE Community Star
EE Community Star

‎11-03-2021 08:01 PM

Hi @JerryTheBerry 

 

You are correct to assume that, unless there is a problem with your existing SIM, then if you've used the switch to pay-monthly service - the changeover to pay-monthly should be immediate, the FAQ on the linked page confirms as much.

 

I would recommend calling EE C/S on 150 from your mobile, they will have access to your account and can check the status of your transfer.

0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎11-03-2021 08:42 PM

What on earth are DPD delivering to you? It should just be a plan change on the existing SIM.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
JerryTheBerry
Contributor
Contributor
In response to bristolian

‎12-03-2021 09:19 AM

HI @bristolian  and @XRaySpeX 

 

Thank you both for your replies and confirming what I'd been thinking all along.

I personally didn't think DPD would deliver a sim card, if anything I'd expect that to be sent via Royal Mail. When signing up, I did tick the box on the order form that allowed me to upgrade the number from PAYG to Pay Monthly sim only. As I said, the sim was only purchased at the end of November so should be all good to go.

 

I will call 150 at lunchtime and see whether I can get through to an operator to discuss why it hasn't happened as yet.

0 Helpful
JerryTheBerry
Contributor
Contributor

‎12-03-2021 06:32 PM

Just giving an update to this.

 

I called the EE customer services from 150 earlier, it seems the online order didn't go through onto the system even though I had received a confirmation email.

 

So, the excellent customer service guy put through a new order for me and also gave me a sizable discount on what I originally was changing too via the webiste, so I'm very happy with the outcome.

 

Thanks again for your replies, I'm now all sorted and good to go.

0 Helpful
Leanne_T
EE Community Support Team
In response to JerryTheBerry

‎13-03-2021 07:49 AM

Morning @JerryTheBerry

 

Thanks for coming back and letting us know 🙂

 

Glad to hear this has been sorted for you. 

 

Have a lovely weekend.

 

Leanne.

0 Helpful