Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

[SymonEE]

Hi,

I ordered a SIM on Tuesday, paid for it, it's out of my bank, and no sign of it after 3 days. Also, no sign of my order in my EE account. So no evidence of purchase other than email...which shows no receipt of price paid.

Not a good start. All other providers get a sim to you next day or day after. Should the order at least not show in my account?

Thanks

[Northerner]

Hi @SymonEE 

Sims are delivered by royal mail and can take up to a week.

Thanks 

[SymonEE]

Thanks, but that's not my main question. There's no evidence of my order in my account. Even the order email has database errors. 

"Order Details:
$ctx.order.directDebit.accountHolderName
null - null - null ****null"

No sign in my account, glitchy email, no sign of SIM. Understandably worrying. Just looking for advice on if it should be in my account. Hence "Should the order at least not show in my account?"

[Christopher_G]

Hi @SymonEE 

Welcome to the community.

Is it a brand new SIM as a new connection?

Chris

[SymonEE]

Thanks Chris. Yeh, all new. New to EE, new sim, new account, etc.

"Not a good start" was my poor explanation of this. My apologies. 

[Christopher_G]

Thanks, @SymonEE 

I'm pretty sure that the order should show in your EE App/Account. Since it isn't, and there was a problem within your confirmation email, I recommend speaking with our Mobile Care team, just to check the order.

Chris

[SymonEE]

You have to call them. And...I have no ability to call. SIM missing.

Well, at least they managed to take the money with no issues. 

[Leanne_T]

Hi @SymonEE 

Please call us from any other phone or VoIP service such as Skype using one of the contact numbers @Christopher_G has provided and the team will certainly get this looked into for you. 

Leanne.

[SymonEE]

There will be options to chose when I can phone. Chris just linked to a ton of options with no indication on which section to choose. They're all 07953966150...so there'll be options to chose from. 

When I phone, do I select  "Track my order", as that's the issue? Well that just asks for an order number. My sim order number doesn't work when I do it online.

Do I chose "sales team"? "Tech support"?  "account and billing"? Whichever I get through to will likely tell me to go to another, if I get it wrong. But all could be relevant. They're all 07953966150...so there'll be options to chose from. 

All this place has done is pointed me to call and go from there. 

[Leanne_T]

Hi @SymonEE 

If you call 0800 956 6000 this is the number for the sales team, then if you select new/joining EE you will get transferred to one of the sales guides who can check the order and get this sorted 🙂

Leanne.