Sim not received

[bharatrana]

hi, i ordered a sim on 2nd of Aug as i was trying to port my number to EE, the order went through fine and got the confirmation email with the order ID but i haven't received the SIM yet. I walked in to my nearby EE store, they DID NOTHING AND ASKED ME TO CALL ONLINE TEAM, I called the team and i was placed on hold repeatedly and had nothing in the end.. :), i was hoping EE provides good service but now i really dont want to port in my number..

should i stop worrying about this now as i am convinced no one is going to help me :)?

[Rach_H]

Hi @bharatrana,

Welcome to the Community!

We want to get your SIM to you as swiftly as possible, so I'm sorry to hear about the delays you've had receiving this. Can I just check if you originally placed your order online or by speaking with one of our team?

Rach

[bharatrana]

hi, yes, i ordered it online.

thank you

[mod edit: please do not post personal information on the public board. Thanks!]

[Leanne_T]

Hi @bharatrana 

Thanks for coming back to us. 

Have you had any emails confirming the order? 

When you visited the EE Store did a guide check to see if the order was showing for you, or advise for you to call?  

Speak soon 🙂

Leanne.

[bharatrana]

Hi, no, I was immediately directed to the phone team. I mentioned that I wanted to check the status of the SIM I ordered online, but they had nothing to verify or inform me about, other than repeatedly asking me to contact the phone team..

their simply reply was; WE CAN DO NOTHING ABOUT THE SIM YOU ORdERED Online. 

thanks for helping Leanne.

[bharatrana]

hi yes, this is how email looked like when i received it on 2nd of aug and i got the receipt as well;  YOUR ORDER THANKS FOR YOUR ORDER Order number: xko********* Order date: 02.08.24 Hi Bharat Rana We are processing your order and will let you know when your items will be dispatched. Hi Bharat,  Thanks for joining EE, it's great to have you. You'll find details of your new plan in this email, so please keep it safe. And just a little reminder that your new number will be transferred to your current number within 24 hours.

Your new plan 20GB SIM plan 0 no contract £0.00* (Increases by £1.50 on 31 March each year) Total monthly cost Manage your benefits and add-ons in My EE. £0.00

*The monthly price shown will increase each year on 31 March by £1.50 and out of bundle charges will increase by 5%. Please note the cost of other services you take from us may increase or decrease while you are an EE customer. [Mod edit: Removed order number]

[Linzi_H]

Thanks @bharatrana 

As you have placed the order online you are best to contact our customer service team directly to see where your SIM is.

I would expect the SIM to have been with you by now if you ordered on 02/08/2024.

Please contact us so we can help.

Linzi 

[bharatrana · Accepted solution]

Hi Linzi! I’m so sorry for the delay in updating you 🙂 I did receive the SIM! It arrived a little later than expected, but all good now. Really appreciate your help with everything!

[bharatrana]

Oh my bad! thank you to you both as well . Rach and Leanne 🙂

[Christopher_G]

It's great to hear that you now have it, @bharatrana 

Thanks for coming back to let us know. 🙂

Chris