No service

[TheScottishGuy]

Hello, 

I called 150 on Friday to order a new sim for my pay as you go sim as it wasn’t receiving 5G (I believe PAYG customers can get 5G now). They ordered a new one for me and said it’ll be delivered either Saturday or Monday (today). 

However, no sim has arrived but that isn’t the main issue, I now have no service on my current sim at all. 

It seems they’ve cut my current sim off prematurely without me having any replacement. 

Please advise, much appreciated. 

[XRaySpeX]

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[TheScottishGuy]

Not delivered. There’s no service. No phone, text, internet, nothing. I’ve tried the usual airplane mode, take sim out, restart phone etc 

Thanks

[XRaySpeX]

Expect they have deactivated it in expectation of the replacement SIM.

[TheScottishGuy]

Yes it appears so. You’d think they’d hold off until I actually received the replacement. 

Any idea how I can phone 150 from another mobile network? 
Thanks 

[XRaySpeX]

SIMs are sent by 2nd Class Royal Mail.

Try calling EE CS on the Freephone no.(Opt 2) in my sig.

[Ali_A · Accepted solution]

HI @TheScottishGuy 

Usually the old SIM is set to replace the new SIM for the expected delivery date. It appears your new SIM may have been lost in the post, which is why you've not received it before the service was transferred over. 

We know you'll want to get back up and running as soon as possible, please call customer service from another device, where a member of the team can order another replacement SIM card or eSIM QR code for you.

Alternatively, you can pop into any EE store with photo ID and the store guide can issue you a replacement SIM free of charge straight away. 
EE Store Finder | How to find your nearest EE store | EE

Ali

[bristolian]

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@TheScottishGuy wrote:

Any idea how I can phone 150 from another mobile network? 

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https://ee.co.uk/help/contact-ee - 07953 966150 can be called from any phone, fixed-line or mobile.