2 PAYM sims ordered - confused

[cjf1]

Hey all, I ordered added an additional  monthly contract physical SIM to my account yesterday for one of my kids. I decided 10 minutes later it was a great deal & ordered a 2nd, so that I can move them both across to EE. I got email confirmation for both. Looking at my account online, 1 new line has been added & activated, i'm assuming the sim will arrive this week. My 1st thought is that it seems a bit odd to activate & start billing it, before the sim has been received..  

As the 2nd hadn't also gone on the account,  I  called 150 & spoke to someone to check on progress. The conclusion was that the 2nd order was 'lost' & they would order a replacement sim as they would for a lost or faulty one, for which I would be charged £1.50. I obviously asked for that to be waived, seemed a bit odd to have to pay just 1 day after ordering. What im trying to fathom is how a replacement sim will solve a 'lost' order. If the line isn't there, what does the replacement sim refer to?   

[Peter_W]

Welcome to the Community @cjf1.

As far as billing starting before the SIM is arrived goes, this is normal with all EE accounts. 

Your account profile will be built at our end and the SIM activated on dispatch so it will be ready to go on receipt; usually this will only be a day or two after dispatch.

I completely get your concerns around the second line though - unless this was set up as a totally separate billing account, it should show on the same account, and a replacement SIM will not resolve the issue. 

We don't have account access via these forums to check the status of the order, but my best recommendation here would be to give our team another call, and ask to speak with web sales.

Once connected, they should be able to find the exact status of that second order from the XK order reference number listed on the confirmation email.

Peter