Sim Card

[delloy]

Ordered a new sim and sent PAC code for my iphone switching from Virgin to EE. Ordered on 9th Dec. Received a confirmation email of the order but havent heard anything since. No emails of dispatch, tracking details….. nothing at all! I have tried contacting customer services but just hit a brick wall everytime as EE just keep asking for my mobile number which I obviously dont have yet so I cannot speak to anyone to track or enquire what is happening!

[Christopher_G]

Hi @delloy

Welcome to the community.

The SIM cards are sent out second class post and usually arrive within 4 working days. If you haven't received it by Friday, it may be worth calling our Mobile Care team or popping into your nearest store.

Chris

[delloy]

I have tried getting through to them today as there is still no sign of my simcard with PAC. Using your link takes me nowhere it seems, as I cannot get through the automated system just keeps asking for my mobile number which I obviously dont have because the sim hasn’t arrived. I am currently and still with Virgin until it arrives. The automated system just asks me to txt 150 if I dont know the number. But if I’m still with virgin until the simcard arrives surely this isnt going to work. Nothing seems to work. Logging into the app it always displays an issue wont log you in. I just want to know whats happening and why nothing seems to work properly or as it should. Not very good as a new customer! 

[Christopher_G]

Thanks for trying, @delloy.

I've sent you a private message to get some more information from you.

Chris

[annamchapman80]

Any luck with your new SIM card? The same has happened to me switching from o2 

[delloy]

Unfortunately nothing thus far. They have however somehow managed to send me my first bill even though the simcard hasn’t arrived and I’m still on Virgin. Not sure how that happens! 😡

[Leanne_T]

Morning @annamchapman80 @delloy

If the SIM card has not arrived, you can visit any EE Store with photo ID and the store can issue a replacement SIM card for you. Or, you can call us on 0800 079 8586 and the team will get this looked into. 

Leanne 🙂

[annamchapman80]

Hi, thanks for getting back to me!

I can’t phone the number as I don’t have an EE number until I get the SIM card. 

would I still be able to pick it up in store if it’s a new sim only contract sim? I had to provide a pac code from my current network when ordering as I’m keeping the same number 

thank you 

[delloy]

Good news! The sim has just arrived. 

One issue! When placing the order on the 9th Dec I provided the PAC code from Virgin to keep my number. 

Just placed the new simcard in and it is showing the number associated with the new sim and not my previous number that I requested to be ported over. According to website when placing the order this is done within 24hrs. I placed the order on the 9th Dec so thats now 10days from order and 240hrs and my number hasn’t been transferred. When will this happen? I need to use my phone!
One good thing has come from switching thus far, my signal and internet is now useable but the switch and everything else has been a bit of a nightmare. Why do companies insist on making it so difficult to find the relevant info. To actually speak to the relevant person who can “actually” help with the issue instead of putting everything under and behind an unfathomable wall of options. This mindset is beyond me and surely just alienates customers. 
I will add that the only reasonable answers I have received have been here from the community. Thankyou.

[Leanne_T]

Hi @annamchapman80

If the account has been set up, they can check this for you and help you get the SIM. 

If you have no EE number you can call us on 0800 956 6000.

Leanne.