How to get a new £5 PAYG SIM

[Jak42]

I already have a £5 PAYG SIM card but need to renew the SIM for a smaller one to fit new phone. You don't sell the £5 any more but I do not want to pay any extra. How do I get a new £5 SIM?

[XRaySpeX · Accepted solution]

Take phone & old SIM into an EE shop with Photo ID & they'll transfer number, existing plan, any SIM contacts & credit if applicable to a replacement SIM of correct size for free or order a replacement SIM online at Order a replacement SIM for £1.50 or phone CS for one. It will come as a Combi-SIM with all 3 sizes as push-outs.

[Jak42]

Sorry for the delay in replying. 

I initially went into a shop to change the SIM but they said all they could do was sell me a £10 new one which is why I then came on here to ask how to just change to a new SIM but keeping my £5 a month cost. 

I then went online on 30th May to order a replacement - the order went through OK & I received an email confirmation, only to find a day later that a text message was subsequently sent telling me there was a problem & to ring them.

I rang 150 a few days later & the gentleman took all details, etc. & said he would send the new one out on express delivery. It didn't arrive.

Phoned again Monday 12 June & again was told it would be sent out & I should receive it by Wednesday. It's now Friday & STILL nothing has arrived! WHAT IS GOING ON??? 

I am seriously thinking about changing to another supplier although I have been a loyal customer to firstly Orange & now EE for approximately 20 years.

So disappointed with all this hassle & I still haven't got a new SIM so unable to use my new phone!

[James_B]

Hi @Jak42,

Welcome to the EE Community. 🙂

I'm sorry to hear your SIM hasn't arrived yet.

SIM's usually arrive within 2-5 working days so if it was sent on Monday, you should receive by Monday at the latest.

James

[Jak42]

Monday at the latest? Hmm, not holding out much hope in that!

The lady said she would phone me on Saturday to help me set it up on the phone but I declined & said I could probably do it myself. I wish I hadn't now because she would then find out it hasn't arrived.& maybe do something about it. Now you say wait until Monday....another week or more gone by. This has taken me a couple of months already! 😡 

[James_B]

Hi @Jak42,

I understand your frustration and apologise for this has taking so long already. Monday would be the fifth working day but it could still arrive in today or tomorrow's post.

James

[Jak42]

Had today's delivery already which is what prompted me to return to this thread. 

Hopefully tomorrow or Monday then but after that I will be looking elsewhere!

Thanks for your replies.

[James_B]

I hope it arrives tomorrow for you @Jak42 🙂

James

[Jak42]

No SIM card has arrived, as I suspected.
After I rang customer services on Monday 12th, I had 12 text messages within about 10 minutes, all telling me they'd updated my home address (presumably to send the SIM) but it hasn't changed in all the time I've been a customer.

I tried to order online again today. Got the confirmation email saying it will be delivered in a few days, then a text saying they cannot go ahead with the order as I'm not registered with them! Been a customer for over 20 years but now I will be looking for another supplier, I've had it with EE.
Presumably it's easy to request my PAC code as I wish to keep my number, though if they say I'm not registered, maybe that will be a problem as well?

We shall see!

[Katie_B]

Hi @Jak42. 

Thanks for coming back and keeping us updated. 

I am sorry to hear this SIM has not yet arrived and can understand this must be frustrating. 

Does the email provide a direct number for a team to get in touch with?

Katie