Returning iPhone whilst keeping contract

[Lawar]

I have a contract with EE, which means my SIM card has been on a contract for over a year. I ordered an iPhone 17 Pro Max with the SIM card included. I only want to return the mobile phone, as I want to keep my EE SIM card.

Please let me know if it’s possible to cancel the return of my SIM card

[Christopher_G]

Hi @Mdt765 

We don't have access to your account here in the community, so we can't see how your return was processed. 

I recommend speaking with our team on 150, who will be able to check it for you and confirm if the SIM needs to be returned.

How to contact EE >

Chris

[Chris_B]

@Lawar  You return the device you returned the sim the sim is part of the whole contract including the device.   

[Lawar]

Please reverse the 30 £ transactions that were made from my bank account and cancel my request. Thank you.

[bristolian]

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@Lawar wrote:

I ordered an iPhone 17 Pro Max with the SIM card included

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I would take this to mean that you purchased a new phone as a new connection with a new number. If you purchased a phone as an upgrade, it would sometimes come with a replacement spare SIM on an "in-case" basis, but you would normally just transfer over your existing SIM.

Contacting EE-CS as per the previous post would be able to identify this, if you're not sure.

[Lawar]

Dear EE Customer Services,I recently ordered an iPhone 17 Pro Max with a SIM card included.

Could you please confirm whether this was processed as a new connection with a new number, or if it was supplied as part of an upgrade?

If it is an upgrade, I understand that a replacement SIM may be included, but usually the existing SIM is transferred. I would appreciate it if you could clarify this for me.

Thank you for your assistance.

[bristolian]

There is no access to individual customer accounts on this public internet forum, as advised by Christopher in an earlier post.

CS are available on 150 from your mobile.