Sorry, we can't show your order details right now. why?

[marco74]

I was told that my new sim would be sent to my address by 08/29/2022. this did not happen. looking up track my order, it tells me unable to track order.
Why'?

[Christopher_G]

Hi @marco74

I'd suggest calling to speak to our Mobile Care team so that they can find out and explain what's happening.

Chris

[marco74]

Hi Christopher, contact customer service, contact the mobile care team, does this seem normal to you? since I am in the UK it is the first time that something like this has happened to me, some problems have happened, but always promptly warned, I am not just talking about telephone companies, always warned and very careful about your new and non-new customers.
but here I made a big mistake by relying on this telephone company, I am really disappointed, and I can not do anything even delete my subscription because my current number is on that EE card, which I do not know where it is.
Certainly mine on the appropriate channels will not be a good review

[_MrR_]

@marco74 

So you're porting across to EE from another network? If so, relax. Your number won't port until the sim is activated. It's an outgoing call from that sim that triggers the porting process (which then takes one working day) so your number shouldn't have ported yet. 

An alternative to calling customer care is go into an EE store with ID and see if they can issue you a new sim there and then. If you're still adamant you want to hate EE and blame them for postal delays (I'm sure you'll be aware that the mail workers have been on strike) then I would assume you'll be within a cooling off period to leave EE. Depending on the status of your number, you may need to port it out again. 

But one would assume, once you're in possession of a SIM card then that's the issue resolved? 

[marco74]

I'm sorry but you're wrong, my old man is no longer, I can't call and it works to receive, I went to my manager's app, and manager that my number is passed to another.
do you understand my problem?
Now I think so, because before with your sarcastic answer you did not understand my problem you had understood it.
If I don't hate EE once I get my sim back? this and to see how it behaves as a manager.
But I only relied on EE because I am a new customer for BT fiber and from there with some promotions I decided to change.
We hope my sim arrives by tomorrow, otherwise I can say goodbye to my number

[_MrR_]

I'm not sure I do Marco. 

To help me understand

- Which network was your number with before you got a code to port to EE?

- Your number is not working now? What happens when you call, does it connect you to the EE voicemail? (assuming it's now moved across to EE)

- You say your number has passed to another? I don't understand? 

I should add, I'm a customer too, not an EE employee so not trying to annoy you. 😀

[marco74]

Hi, no, don't worry, I don't think you want to bother me,
He doesn't tell me anything and that's the bad thing. It all started when my manager introducing me to work told me, Marco I tried to call you many times yesterday, the phone rang but you didn't answer, strange I say try now I have the phone with me. In fact the phone did not ring, Strange, I try to call you, nothing did not start the call. this went on for my entire shift, returning home I try my wife's phone, same as above.
I contact my old giffgaff operator whose message tells me that my number is no longer part of the network, so to make calls and receive I have to insert the new card of the new operator.
EHHHH to have it

[_MrR_]

So if you call your number now, what do you hear? Are there any recorded messages? Or does it sound like the number is disconnected? 

If no sim arrives tomorrow, you definitely need to contact EE customer care again. So long as they can access your account, they should be able to advise the quickest way to resolve. 

This does sound like a nightmare.