Pay monthly SIM

AnneonMull · ‎23-01-2023

I have ordered a new Pay Monthly SIM card twice now and neither have appeared! The website says 48 hours delivery but even allowing for postal delays there is no excuse for non/delayed delivery. All I can think of is that EE want me to carry on paying £39.97 per month! This is grossly unfair and bad customer service. If I don't get my SIM I will change to another provider. If anyone in the order department can respond I would be grateful.

AnneOnMull

Schockwave · ‎23-01-2023

Hello @AnneonMull ,

Welcome to the community,

Unfortunately this is not customer service and I would suggest you ring and speak to them, as there is no account access here.

Sim cards are sent out via second class post. If you are near an EE shop, you can go in there with photo ID and get one there. EE would not expect you to pay for something you have not received or unable to use.

What was the reason for a new SIM card? Are you a new customer or have you just changed from pay as you go to monthly or upgraded? If either of these two, then you can continue to use your original SIM card.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

AnneonMull · ‎23-01-2023

Thank you for your speedy response.

I'm not a new customer and as I am out of contract I responded to the message in my account to 'upgrade'. My choice was to change to a pay monthly sim as I never use more than 1 mb. I am now at the stage where I cannot afford almost £40 per month. All the time that the sim card does not arrive, I am having to continue using the original sim which has become a struggle. I ordered the first sim on the 12th January and the second on the 19th and have confirmation emails for both orders.

I live on an island off the west coast of Scotland and am unable to get to an ee store. The nearest store is in Greenock and it would cost me in the region of £80 to get there and back. Not a viable proposition.

Schockwave · ‎23-01-2023

@AnneonMull , not sure why your original SIM card has become a struggle, as it should still work if you are using the same mobile number, there should have been no reason for a new SIM card unless your original one has been damaged.

If you are on an island of the west coast of Scotland, then that could be why it is taking longer for the post to reach you, but I would definitely ring customer service on 150, as it is free and speak to them and make sure they got your address correctly.

Just one question, you did order a replacement SIM card, I hope, if you are using the same number?

If you are within the first 14 days of your contract and are struggling, you do have a right to cancel and then choose a cheaper contract, if you so wish, but I would certainly speak to EE and see what they say, good luck.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

AnneonMull · ‎23-01-2023

Thanks again Shockwave!

Are you saying that if I want to change to a pay monthly offer (£12 pm), I don't need a Pay Monthly sim? If that's the case it isn't clear on the EE website. It leads you to buying a Pay Monthly sim, which is what I wanted to do. I'm not changing my number as I am staying with EE. I just can't manage £40 per month.

Post is not a problem here, we get deliveries everyday, unless the weather is very bad and the ferries are cancelled. However, even then, Royal Mail have an alternative route so they can still get here when necessary. Today I had a magazine which was mailed on Friday, and my neighbour had an Amazon delivery for an item ordered on Saturday - so no problem there.

It's not always easy for folks to understand the logistics problems for islanders but really, there aren't many. I've emailed customer service now as they were too long answering...

Schockwave · ‎24-01-2023

@AnneonMull , there is no email for EE, you are best ringing customer service, there is also a free number you can ring, you only have 14 days to cancel and go back to what you had before.

You needed to look for upgrade in order to keep your number or ring customer service, they would be able to look for the best deal for you.

If you cannot manage £40 a month, then cancel before the 14 days are up, otherwise you will not be able to downgrade.

Here is the contact us page:

https://ee.co.uk/contact-ee/account-billing/mobile

No, you did not need a new SIM card.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.